Description

English Podcast Start at 00:00:00

Bengali Podcast Start at 00:16:32

Hindi Podcast Start at 00:25:14

🎙️ Welcome, welcome, welcome to "Revise and Resubmit"! You're tuned into our thrilling "Weekend Classics" episode, where we dig deep into the big ideas that have shaped research as we know it!

Today, we’re dusting off the pages of a true classic—“SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality”—brought to us by the sharp minds of A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, published in the legendary Journal of Retailing, Spring 1988.

Picture this: The world of service quality is a blurry picture—intangible, mysterious, slippery as soap. How on earth can we hold it still for even a second, let alone measure it? Our authors said, “Challenge accepted!” and whittled down a mountain of 97 possible ways to measure customer experiences into a tidy 22-question scale. Tangibles, reliability, responsiveness, assurance, empathy—like five musical notes that capture the whole symphony of service.

📈 Numbers. 🔎 Details. 💥 Insights. This episode, we’ll journey through the scale’s rigorous creation, the statistical hammers and chisels that shaped it, and why SERVQUAL still matters in every business school and boardroom today. What makes a customer feel quality? Can it really be captured, or is there always a whisper left in the wind?

So, here’s my question to you: If you could measure the invisible, what would you reveal about the way we serve each other?

Before we dive in, a big, heartfelt thanks to the trailblazers—A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry—for this foundational work!

✨ Don’t forget to subscribe to "Revise and Resubmit" on Spotify, catch us on the "Weekend Researcher" YouTube channel, and join the adventure on Amazon Prime and Apple Podcast. Smash those buttons, ring those bells, and keep revising those ideas—your next classic is just a listen away!

Reference

Parasuraman, A. B. L. L., Valarie A. Zeithaml, and Leonard Berry. "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality." 1988 64, no. 1 (1988): 12-40. https://psycnet.apa.org/record/1989-10632-001

‌Youtube channel link

https://www.youtube.com/@weekendresearcher

Support us on Patreon

https://patreon.com/weekendresearcher