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Cited by 1,108

The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.

The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges

Voss, Glenn B., Parasuraman, A., Grewal, Dhruv·1998·Journal of Marketing
DOI 10.1177/002224299806200404
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Abstract

In this article, the authors examine the roles that price, performance, and expectations play in determining satisfaction in a discrete service exchange. The authors maintain that the price fluctuations common to the many service industries that implement demand-oriented pricing, combined with the inherent heterogeneity of service performance, likely result in price–performance combinations that vary widely. Furthermore, the authors propose that the level of price–performance consistency in a service exchange moderates the relationship between performance expectations and subsequent performance and satisfaction judgments. When price and performance are consistent, expectations have an assimilation effect on performance and satisfaction judgments; when price and performance are inconsistent, expectations have no effect on performance and satisfaction judgments. To examine these issues, the authors develop a contingency model that they estimate using data from a multimedia experimental design. The results generally support the contingency framework and provide empirical support for normative guidelines that call for creating realistic performance expectations and offering money-back service guarantees.

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Metadata

Authors
Voss, G. B., Parasuraman, A., & Grewal, D.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1998-10
Volume
62
Issue
4
Pages
46-61
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1177/002224299806200404
OpenAlex
W2005931066
Cited by
1,108
References
9
FWCI
26.18
Type
journal article
Language
en
Open access
closed

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CoChat. (2026). Citation check: The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges. https://app.cochat.ai/papers/10.1177/002224299806200404
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Voss, G. B., Parasuraman, A., & Grewal, D. (1998). The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges. Journal of Marketing. https://doi.org/10.1177/002224299806200404

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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.