The DOI matches its Crossref record; 10 of the 10 references it cites were found in a registry or an index.
Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment
Abstract
The author responds to issues raised by Parasuraman, Zeithaml, and Berry (1994) concerning his 1993 article that outlines theoretical and operational problems associated with the SERVQUAL model of perceived service quality. Because theoretical problems and ambiguities must be resolved before operational issues can be addressed effectively, his response focuses on the Parasuraman, Zeithaml, and Berry (1994) comments concerning (1) the theoretical problems associated with the SERVQUAL P – E model and (2) the Teas (1993) evaluated performance (EP) and normed quality (NQ) models. In addition, he assesses the theoretical merit of the Parasuraman, Zeithaml, and Berry (1994) SERVQUAL “mixed-model.” His primary conclusions are that the conclusions reached by Parasuraman, Zeithaml, and Berry (1994) with respect to the Teas (1993) EP and NQ models are incorrect and that the proposed SERVQUAL mixed-model is merely a restricted version of (i.e., a re-expression that is less general than) the Teas (1993) NQ model.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
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
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994) · Journal of Marketing · doi:10.1177/002224299405800109 · Cited by 3,322
Conjoint Analysis in Consumer Research: Issues and Outlook
Green, P. E., & Srinivasan, V. (1978) · Journal of Consumer Research · doi:10.1086/208721 · Cited by 3,179
A Multistage Model of Customers' Assessments of Service Quality and Value
Bolton, R. N., & Drew, J. H. (1991) · Journal of Consumer Research · doi:10.1086/208564 · Cited by 2,948
The Nature and Determinants of Customer Expectations of Service
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993) · Journal of the Academy of Marketing Science · doi:10.1177/0092070393211001 · Cited by 2,663
Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality
Teas, R. K. (1993) · Journal of Marketing · doi:10.1177/002224299305700402 · Cited by 1,651
Self-citationA Gap Analysis of Professional Service Quality
Brown, S. W., & Swartz, T. A. (1989) · Journal of Marketing · doi:10.1177/002224298905300207 · Cited by 1,121
Caution in the Use of Difference Scores in Consumer Research
Peter, J. P., Churchill, Jr., & Brown, T. J. (1993) · Journal of Consumer Research · doi:10.1086/209329 · Cited by 558
Delivering quality service : balancing customer perceptions and expectations
(1990) · Choice Reviews Online · doi:10.5860/choice.28-0390 · Cited by 34
Cited by
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
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
Siguaw, J. A., Simpson, P. M., & Enz, C. A. (2006) · Journal of Product Innovation Management · doi:10.1111/j.1540-5885.2006.00224.x · Cited by 544
From SERVQUAL to HOLSAT: holiday satisfaction in Varadero, Cuba
Tribe, J., & Snaith, T. (1998) · Tourism Management · doi:10.1016/s0261-5177(97)00094-0 · Cited by 375
Measuring Information Systems Service Quality: Concerns for a Complete Canvas1
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1997) · MIS Quarterly · doi:10.2307/249420 · Cited by 274
Metadata
- Authors
- Teas, R. K.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1994-01
- Volume
- 58
- Issue
- 1
- Pages
- 132-139
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2008848828
- Cited by
- 678
- References
- 10
- FWCI
- 37.58
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment. https://app.cochat.ai/papers/10.1177/002224299405800111
- The paper
- Teas, R. K. (1994). Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment. Journal of Marketing. https://doi.org/10.1177/002224299405800111
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.
