Reassessment of expectations as a comparison standard in measuring service quality: Implications

• Autores: Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry
• Localización: Journal of marketing: A quarterly publication of the american marketing association, ISSN 0022-2429, Vol. 58, Nº 1, 1994, págs. 111-124
• Idioma: inglés
• Texto completo no disponible (Saber más ...)
• Dialnet Métricas: 62 Citas
• Resumen

  • 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.