Article1994

Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

A. Parasuraman · Valarie A. Zeithaml · Leonard L. Berry

3,313 citations0/0 files storedJournal of Marketing

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize service quality. After demonstrating that the validity and alleged severity of many of those concerns are questionable, they offer a set of research directions for addressing unresolved issues and adding to the understanding of service quality assessment.

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References

1988On the Evaluation of Structural Equation Models 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992Measuring Service Quality: A Reexamination and Extension 1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990Delivering quality service: balancing customer perceptions and expectations 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

Cited by

2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach 2000Quality, satisfaction and behavioral intentions 2009Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists 2003eTailQ: dimensionalizing, measuring and predicting etail quality 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions

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