EXPECTATIONS, PERFORMANCE EVALUATION, AND CONSUMERS PERCEPTIONS OF QUALITY

被引：658
|
作者：
TEAS, RK
机构：
来源：
JOURNAL OF MARKETING | 1993年 / 57卷 / 04期
关键词：
D O I：
10.2307/1252216
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The author examines conceptual and operational issues associated with the ''perceptions-minus-expectations'' (P-E) perceived service quality model. The examination indicates that the P-E framework is of questionable validity because of a number of conceptual and definitional problems involving the (1) conceptual definition of expectations, (2) theoretical justification of the expectations component of the P-E framework, and (3) measurement validity of the expectation (E) and revised expectation (E*) measures specified in the published service quality literature. Consequently, alternative perceived quality models that address the problems of the traditional framework are developed and empirically tested.
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页码：18 / 34
页数：17
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