Reassessment of Expectations as a Comparison Standard in Measuring Service Quaiity : implications for Furtiier Research

@inproceedings{Zeithaml2007ReassessmentOE,
  title={Reassessment of Expectations as a Comparison Standard in Measuring Service Quaiity : implications for Furtiier Research},
  author={Valarie A. Zeithaml and Leonard L. Berry},
  year={2007}
}
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 coiicerns are questionable, they offer a set of research directions for addressing unresolved issues and adding to the understanding of service quality assessment. 

From This Paper

Figures, tables, and topics from this paper.

Citations

Publications citing this paper.
Showing 1-10 of 182 extracted citations

References

Publications referenced by this paper.
Showing 1-10 of 35 references

' ' Caution in the Use of Difference Scores in Consumer Research

  • R. Eric Reidenbach, Beverly Sandifer-Smallwood
  • 1993

Customer Satisfaction and Service Quality: Two Constructs or One?

  • Dabholkar, A Pratibha
  • Enhancing Knowledge Development in Marketing,
  • 1993

Expectations, Performance Evaluation and Consumers' Perceptions of Quality,

  • Teas, R. Kenneth
  • Joumal of Marketing,
  • 1993

Improving the Measurement of Service Quality,

  • Brown, J Tom, Gilbert A. Churchill, Jr., J. Paul Peter
  • Journal of Retailing,
  • 1993

An Empirical Assessment of the SERVQUAL Scale,

  • Babakus, Emin, W Gregory
  • Boiler
  • 1992

Measuring Service Quality : A Reexamination and Extension

  • J. Joseph Cronin, Steven A. Taylor
  • 1992

The Shifting Paradigm in Marketing Research,

  • Perreault, D William, Jr.
  • Journal of the Academy of Marketing Science,
  • 1992

A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes,

  • Bolton, N Ruth, James H. Drew
  • Joumal of Marketing,
  • 1991

The Nature and Determinants of Customer Expectations of Service," Marketing

  • Zeithaml, A Valarie, Leonard L. Berry, A. Parasuraman
  • Science Institute Research Program Series (May),
  • 1991

The Standards Issue In CS/D Research: A Historical Perspective," Joumal of Consumer Satisfaction

  • dial, Mary Jane Burns
  • Dissatisfaction and Complaing Behavior,
  • 1991

Similar Papers

Loading similar papers…