Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
Open Access
- 1 January 1994
- journal article
- research article
- Published by SAGE Publications in Journal of Marketing
- Vol. 58 (1) , 111-124
- https://doi.org/10.1177/002224299405800109
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.This publication has 17 references indexed in Scilit:
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