search query: @indexterm expectations / total: 124
reference: 122 / 124
| Author: | Teas, R. |
| Title: | Expectations, performance evaluation, and consumers' perceptions of quality |
| Journal: | Journal of Marketing
1993 : OCT, VOL. 57:4, p. 18-34 |
| Index terms: | EXPECTATIONS PERFORMANCE APPRAISAL CONSUMERS PERCEPTION QUALITY |
| Language: | eng |
| 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*) measurers specified in the published service quality literature. |
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