Essec\Faculty\Model\Contribution {#2233
  #_index: "academ_contributions"
  #_id: "4589"
  #_source: array:26 [
    "id" => "4589"
    "slug" => "evaluation-of-10-years-of-use-of-the-measurement-of-service-quality-the-case-of-servqual-instrument"
    "yearMonth" => "2002-01"
    "year" => "2002"
    "title" => "Evaluation of 10 Years of use of the Measurement of Service Quality: The Case of SERVQUAL Instrument"
    "description" => "NYECK, S., MORALES, M., LADHARI, R. et PONS, F. (2002). Evaluation of 10 Years of use of the Measurement of Service Quality: The Case of SERVQUAL Instrument. Dans: <i>31st EMAC Conference</i>. European Marketing Academy (EMAC)."
    "authors" => array:4 [
      0 => array:3 [
        "name" => "NYECK Simon"
        "bid" => "B00000401"
        "slug" => "nyeck-simon"
      ]
      1 => array:1 [
        "name" => "MORALES M."
      ]
      2 => array:1 [
        "name" => "LADHARI R."
      ]
      3 => array:1 [
        "name" => "PONS F."
      ]
    ]
    "ouvrage" => "31st EMAC Conference"
    "keywords" => []
    "updatedAt" => "2021-04-19 17:57:25"
    "publicationUrl" => null
    "publicationInfo" => array:3 [
      "pages" => null
      "volume" => null
      "number" => null
    ]
    "type" => array:2 [
      "fr" => "Actes d'une conférence"
      "en" => "Conference Proceedings"
    ]
    "support_type" => array:2 [
      "fr" => "Editeur"
      "en" => "Publisher"
    ]
    "countries" => array:2 [
      "fr" => null
      "en" => null
    ]
    "abstract" => array:2 [
      "fr" => "CD-Rom En 1988, l'étude de Parasuraman, Zeithaml et Berry proposait un outil de mesure de la qualité de services qui est encore utilisé dans de nombreuses recherches aujourd'hui. Cet article présente un descriptif des pratiques observées en matière de validité de l'outil de mesure à travers l'analyse des études l'ayant utilisé. A partir d'un échantillon de 74 études empiriques ayant utilisé l'échelle SERVQUAL, la recherche évalue les principaux aspects de la validité. Finalement, l'article évalue l'influence des caractéristiques du design des recherches sur la fiabilité de l'outil SERVQUAL."
      "en" => "In 1988, Parasuram et al. developed an instrument to measure service quality which is still used in numerous studies by both academics and practitioners. However, few studies address the aspects of dimensionality and construct validity of the scale. This article presents a description of the practices regarding the dimensionality and validity of SERVQUAL. Beginning with a sample of 74 empirical studies which used the SERVQUAL scale, the paper evaluates aspects of validity addressed by the authors. Finally, the article evaluates the influence of research design characteristics on the reliability of the SERVQUAL."
    ]
    "authors_fields" => array:2 [
      "fr" => "Marketing"
      "en" => "Marketing"
    ]
    "indexedAt" => "2024-11-18T19:21:49.000Z"
    "docTitle" => "Evaluation of 10 Years of use of the Measurement of Service Quality: The Case of SERVQUAL Instrument"
    "docSurtitle" => "Actes d'une conférence"
    "authorNames" => "<a href="/cv/nyeck-simon">NYECK Simon</a>, MORALES M., LADHARI R., PONS F."
    "docDescription" => "<span class="document-property-authors">NYECK Simon, MORALES M., LADHARI R., PONS F.</span><br><span class="document-property-authors_fields">Marketing</span> | <span class="document-property-year">2002</span>"
    "keywordList" => ""
    "docPreview" => "<b>Evaluation of 10 Years of use of the Measurement of Service Quality: The Case of SERVQUAL Instrument</b><br><span>2002-01 | Actes d'une conférence </span>"
    "docType" => "research"
    "publicationLink" => "<a href="#" target="_blank">Evaluation of 10 Years of use of the Measurement of Service Quality: The Case of SERVQUAL Instrument</a>"
  ]
  +lang: "fr"
  +"_type": "_doc"
  +"_score": 9.226345
  +"parent": null
}