Service quali1y questionnaires were administered using the same questions presented in different orders. Results indicate that questionnaire order affects both the relationships among service quality constructs and the factor structure of SERVQUAL.
CITATION STYLE
DeMoranville, C. W., & Bienstock, C. C. (2015). Order Bias in the Application of the Servqual Instrument. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 36–41). Springer Nature. https://doi.org/10.1007/978-3-319-13084-2_8
Mendeley helps you to discover research relevant for your work.