The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
Abstract
The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1994) about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality. They demonstrate that the major concerns voiced by these authors are supported neither by a critical review of their discussion nor the emerging literature. Several research issues relative to service quality measurement and strategic decision making also are identified.
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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
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Comparing Consumers’ Recall of Prepurchase and Postpurchase Product Evaluation Experiences
Gardial, S. F., Clemons, D. S., Woodruff, R. B., Schumann, D. W., & Burns, M. J. (1994) · Journal of Consumer Research · doi:10.1086/209369 · Cited by 392
Cited by
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
Self-citationUnderstanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Service quality delivery through web sites: a critical review of extant knowledge
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002) · Journal of the Academy of Marketing Science · doi:10.1177/009207002236911 · Cited by 2,729
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263330 · Cited by 1,828
E‐service quality: a model of virtual service quality dimensions
Santos, J. (2003) · Managing Service Quality: An International Journal · doi:10.1108/09604520310476490 · Cited by 1,542
Metadata
- Authors
- Cronin, J. J., & Taylor, S. A.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1994-01
- Volume
- 58
- Issue
- 1
- Pages
- 125-131
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2316110746
- Cited by
- 3,139
- References
- 3
- FWCI
- 66.44
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. https://app.cochat.ai/papers/10.1177/002224299405800110
- The paper
- Cronin, J. J., & Taylor, S. A. (1994). Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing. https://doi.org/10.1177/002224299405800110
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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.
