Institute for Public Relations - Adapting the PZB Service Quality Model to Reputation Risk Analysis

Institute for Public Relations

The Institute for Public Relations is an independent nonprofit that bridges the academy and the profession, supporting PR research and mainstreaming this knowledge into practice through PR education.

the science beneath
the art of public relations™

Adapting the PZB Service Quality Model to Reputation Risk Analysis
and the Implications for Corporate Communication

By Peggy Simcic Brønn

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This paper explores adapting the PZB Service Quality Model developed by Parasuraman, Zeithaml and Berry (1985) as an instrument for assessing reputation risk. The paper will suggest an adapted instrument for measuring th gaps between stakeholder quality expectations and organization performance. The paper will also elaborate on the importance of communication in the PZB model.

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The Institute for Public Relations is an independent nonprofit that bridges the academy and the profession, supporting PR research and mainstreaming this knowledge into practice through PR education.

the science beneath the art of public relations™

Adapting the PZB Service Quality Model to Reputation Risk Analysis and the Implications for Corporate Communication

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the science beneath
the art of public relations™

Adapting the PZB Service Quality Model to Reputation Risk Analysis
and the Implications for Corporate Communication