The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality
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.
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Cited by
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00028-2 · Cited by 6,398
Parasuraman (2005) · doi:10.1177/1094670504271156 · Cited by 3,967
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994) · Journal of Marketing · doi:10.1177/002224299405800109 · Cited by 3,322
A measure of service quality for retail stores: Scale development and validation
Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996) · Journal of the Academy of Marketing Science · doi:10.1007/bf02893933 · Cited by 1,920
Metadata
- Authors
- Teas, R. K.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1993-10
- Volume
- 57
- Issue
- 4
- Pages
- 18-34
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2027362948
- Cited by
- 1,651
- References
- 2
- FWCI
- 37.71
- Type
- journal article
- Language
- en
- Open access
- closed
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- Teas, R. K. (1993). Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality. Journal of Marketing. https://doi.org/10.1177/002224299305700402
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
