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

By Peggy Simcic Brønn

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 the 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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