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| Author: | Parasuraman, A. Zeithaml, V. Berry, L. |
| Title: | Reassessment of expectations as a comparison standard in measuring service quality: implications for further research |
| Journal: | Journal of Marketing
1994 : JAN, VOL. 58:1, p. 111-124 |
| Index terms: | RESEARCH EXPECTATIONS SERVICE QUALITY |
| Language: | eng |
| 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. |
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