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| Tekijä: | Parasuraman, A. Zeithaml, V. A. Berry, L. L. |
| Otsikko: | Reassessment of expectations as a comparison standard in measuring service quality: implications for further research |
| Lehti: | Journal of Marketing
1994 : JAN, VOL. 58:1, p. 111-139 |
| Asiasana: | |
| Vapaa asiasana: | KUNDENDIENST, QUALITÄTSKONTROLLE, MARKTFORSCHUNG |
| Kieli: | eng |
| Tiivistelmä: | The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about SERVQUAL 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. In seperate additional articles both J.J. Cronin and S.A. Taylor and R.K. Teas react to these commentaries. |
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