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

Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications... 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Marketing SAGE

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

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References (43)

Publisher
SAGE
Copyright
© 1994 American Marketing Association
ISSN
0022-2429
eISSN
1547-7185
DOI
10.1177/002224299405800109
Publisher site
See Article on Publisher Site

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.

Journal

Journal of MarketingSAGE

Published: Jan 1, 1994

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