search query: @indexterm expectations / total: 124
reference: 113 / 124
| Author: | Teas, R. |
| Title: | Expectations as a comparison standard in measuring service quality: an assessment of a reassessment |
| Journal: | Journal of Marketing
1994 : JAN, VOL. 58:1, p. 132-139 |
| Index terms: | EXPECTATIONS SERVICE QUALITY |
| Language: | eng |
| Abstract: | The author responds to issues raised by Parasuraman, Zeithaml, and Berry (1994) concerning his 1993 article that outlines theoretical and operational problems associated with the SERVQUAL model of percieved service quality. Because theoretical problems and ambiguities must be resolved before operational issues can be addressed effectively, his response focuses on the Parasuraman, Zeithaml, and Berry (1994) comments concerning (1) the theoretical problems associated with the SERVQUAL P - E model and (2) the Teas (1993) evaluated performance (EP) and normed quality (NQ) models. |
SCIMA