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.
Keywords
OperationalizationSERVQUALService qualitySet (abstract data type)Quality (philosophy)Service (business)PerceptionPsychologyMarketingBusinessComputer scienceEpistemology
Affiliated Institutions
Related Publications
The Customer Relationship Management Process: Its Measurement and Impact on Performance
An understanding of how to manage relationships with customers effectively has become an important topic for both academicians and practitioners in recent years. However, the ex...
Price-Induced Patterns of Competition
This research focuses on how price changes influence the observed pattern of brand competition. The paper begins with a basic utility model formulation and examines the implicat...
How Many Interviews Are Enough?
Guidelines for determining nonprobabilistic sample sizes are virtually nonexistent. Purposive samples are the most commonly used form of nonprobabilistic sampling, and their siz...
Use of partial least squares (PLS) in strategic management research: a review of four recent studies
Advances in causal modeling techniques have made it possible for researchers to simultaneously examine theory and measures. However, researchers must use these new techniques ap...
Toward a Theory of Organizational Culture and Effectiveness
This paper develops a model of organizational culture and effectiveness based on four traits of organizational cultures; involvement, consistency, adaptability, and mission. The...
Publication Info
- Year
- 1994
- Type
- article
- Volume
- 58
- Issue
- 1
- Pages
- 111-111
- Citations
- 2868
- Access
- Closed
External Links
Social Impact
Altmetric
PlumX Metrics
Social media, news, blog, policy document mentions
Citation Metrics
2868
OpenAlex
Cite This
A. Parasuraman,
Valarie A. Zeithaml,
Leonard L. Berry
(1994).
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research.
Journal of Marketing
, 58
(1)
, 111-111.
https://doi.org/10.2307/1252255
Identifiers
- DOI
- 10.2307/1252255