SHR — Swiss Human Resources
Research 2026-01-08 Client Reception Fribourg

Service quality and loyalty: what SERVQUAL measures

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Service quality and loyalty: what SERVQUAL measures — SHR, Fribourg
Service quality and loyalty: what SERVQUAL measures — SHR, Fribourg

Service quality and loyalty: what SERVQUAL measures — what studies show, and what they don't.

The research

Study: Parasuraman et al. (1988, J. Retailing)

The limit

Single context; replicate before generalising. (our executive and employee training programmes)

Service quality and loyalty: what SERVQUAL measures — SHR, Fribourg — Fribourg
Service quality and loyalty: what SERVQUAL measures — SHR, Fribourg — Fribourg

Practical check in Fribourg

Define one measurable indicator, test for a month, compare. To go further: explore the Client Reception training in Fribourg in the canton of Fribourg, or browse our executive and employee training programmes in Switzerland.

In pictures: Client Reception in Fribourg

Client Reception training in Fribourg — in practice
Client Reception training in Fribourg — in practice
Client Reception training in Fribourg — hands-on workshop
Client Reception training in Fribourg — hands-on workshop
Client Reception training in Fribourg — on the ground
Client Reception training in Fribourg — on the ground

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