Service Quality
The customer's assessment of the overall excellence or superiority of a service, modelled by Parasuraman, Zeithaml & Berry as the gap between expected and perceived service across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Customer-reported (not an employee/leader rating), so it is the outcome end of the service-climate → service-quality causal chain. Distinct from Service climate (VAR_000508, an employee-reported antecedent) and Customer Satisfaction (VAR_000495, a broader affective evaluation).
§2The established instruments
What the field already uses — named and cited, not reproduced (item wording is copyrighted and withheld pending clearance).
- SERVQUAL — Parasuraman, Zeithaml & Berry
§3The math on what we know
Synthesized priors from the live registry: pooled r, studies (k), total N, top study grade, and heterogeneity. Rows flagged for heterogeneity or single-study evidence are directional, not settled — read them as a central tendency.