The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Consumer Expectations and the Measurement of Perceived Service Quality
Abstract
The purpose of this study is to examine questions concerning the degree to which the consumer expectations component of perceived service quality measurement frameworks (Parasuraman, Zeithaml, and Berry, 1988; Brown and Swartz, 1989; Carman, 1990) is characterized by discriminant validity with respect to other expectations concepts used in marketing. The findings provide preliminary evidence that the service quality expectations concept may have serious discriminant validity shortcomings which. in turn, cause the "perceptions-minus-expectations" service quality measurement framework to be a potentially misleading indicator of customer perceptions of service quality. Based upon these findings, potential solutions to the discriminant validity problems are explored.
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Citations
Cites
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
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
Metadata
- Authors
- Teas, R. K.
- Venue
- Journal of Professional Services Marketing
- Publisher
- Informa UK Limited
- Published
- 1993-03-11
- Volume
- 8
- Issue
- 2
- Pages
- 33-54
- ISSN
- 0748-4623 (ISSN-L)
- OpenAlex
- W2022009282
- Cited by
- 268
- References
- 2
- FWCI
- 9.73
- Type
- journal article
- Language
- en
- Open access
- closed
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- Teas, R. K. (1993). Consumer Expectations and the Measurement of Perceived Service Quality. Journal of Professional Services Marketing. https://doi.org/10.1300/j090v08n02_05
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.
