SERVQUAL is the short form of Service Quality. Gronroos was one of first few researchers of the model. Many authors kept on adding additional inputs to it. What you read about today is the collective of all these researches.
Dig in a little more and give the theoretical history a read at : http://www.poms.org/conferences/cso2007/talks/36.pdf
The 10 determinants of service quality established by Parasuraman et al. (1985) provide a list that
can guide investigation on the first approach. The authors subsequently developed SERVQUAL
(Parasuraman et al., 1988), a two-part instrument for measuring service quality that was refined
later (Parasuraman et al., 1991). Much of the research to date has focused on measuring service
quality using this approach and its use has become quite widespread (Brown et al., 1993; Kang and
James, 2004).
Some more interesting read at http://www.ida.liu.se/~steho/und/htdd01/1080140401.pdf
Feel free to get back if you require any additional inputs.
Dig in a little more and give the theoretical history a read at : http://www.poms.org/conferences/cso2007/talks/36.pdf
The 10 determinants of service quality established by Parasuraman et al. (1985) provide a list that
can guide investigation on the first approach. The authors subsequently developed SERVQUAL
(Parasuraman et al., 1988), a two-part instrument for measuring service quality that was refined
later (Parasuraman et al., 1991). Much of the research to date has focused on measuring service
quality using this approach and its use has become quite widespread (Brown et al., 1993; Kang and
James, 2004).
Some more interesting read at http://www.ida.liu.se/~steho/und/htdd01/1080140401.pdf
Feel free to get back if you require any additional inputs.
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GRONROOS model
SERVQUAL model
SERVQUAL model