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.
Keywords
SERVQUALService qualityPerceptionMarketingService (business)Quality (philosophy)BusinessPsychology
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Publication Info
- Year
- 1994
- Type
- article
- Volume
- 58
- Issue
- 1
- Pages
- 125-125
- Citations
- 1207
- Access
- Closed
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Cite This
J. Joseph Cronin,
Steven A. Taylor
(1994).
SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality.
Journal of Marketing
, 58
(1)
, 125-125.
https://doi.org/10.2307/1252256
Identifiers
- DOI
- 10.2307/1252256