Expectations, Performance Evaluation, and Consumers' Perceptions of Quality
- 1 October 1993
- journal article
- research article
- Published by SAGE Publications in Journal of Marketing
- Vol. 57 (4) , 18-34
- https://doi.org/10.2307/1252216
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*) measures specified in the published service quality literature. Consequently, alternative perceived quality models that address the problems of the traditional framework are developed and empirically tested.This publication has 3 references indexed in Scilit:
- A Contingency Approach to Modeling Satisfaction with Management Consulting ServicesJournal of Service Research, 2000
- Consumer Expectations and the Measurement of Perceived Service QualityJournal of Professional Services Marketing, 1993
- Validity and reliability of the confirmation of expectations paradigm as a determinant of consumer satisfactionJournal of the Academy of Marketing Science, 1984