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| Author: | Chenet, P. Tynan, C. Money, A. |
| Title: | Service performance gap: Re-evaluation and redevelopment |
| Journal: | Journal of Business Research
1999 : OCT, VOL. 46:2, p. 133-147 |
| Index terms: | Service Quality Relationship marketing Models Theories United Kingdom Europe |
| Language: | eng |
| Abstract: | This study aims to re-evaluate and redevelope the concept of the service performance gap occuring when service is not performed according to the standards set by management. The original theoretical framework is based on a conceptualization of service quality and on the trust-commitment theory of relationship marketing. Additional conceptualizations from the literature on exchange theory, equity theory, and role theory are used to develop alternative model based on 10 propositions. |
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