Abstract
The author examines conceptual and operational issues associated with the “perceptions-minus-expectations” (P-E) perceived service quality model. The examination indicates that the P-E framework is of questionable validity because of a number of conceptual and definitional problems involving the (1) conceptual definition of expectations, (2) theoretical justification of the expectations component of the P-E framework, and (3) measurement validity of the expectation (E) and revised expectation (E*) measures specified in the published service quality literature. Consequently, alternative perceived quality models that address the problems of the traditional framework are developed and empirically tested.
Keywords
PerceptionQuality (philosophy)Conceptual frameworkTheoretical definitionService qualityConceptual modelService (business)Component (thermodynamics)Computer sciencePsychologyMarketingManagement scienceBusinessSociologyEconomicsEpistemologySocial science
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Publication Info
- Year
- 1993
- Type
- article
- Volume
- 57
- Issue
- 4
- Pages
- 18-34
- Citations
- 1478
- Access
- Closed
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Cite This
R. Kenneth Teas
(1993).
Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality.
Journal of Marketing
, 57
(4)
, 18-34.
https://doi.org/10.1177/002224299305700402
Identifiers
- DOI
- 10.1177/002224299305700402