haku: @journal_id 69 / yhteensä: 714
viite: 153 / 714
| Tekijä: | Teas, R. |
| Otsikko: | Expectations, performance evaluation, and consumers' perceptions of quality |
| Lehti: | Journal of Marketing
1993 : OCT, VOL. 57:4, p. 18-34 |
| Asiasana: | EXPECTATIONS PERFORMANCE APPRAISAL CONSUMERS PERCEPTION QUALITY |
| Kieli: | eng |
| Tiivistelmä: | 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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