SERVPERF VERSUS SERVQUAL - RECONCILING PERFORMANCE-BASED AND PERCEPTIONS-MINUS-EXPECTATIONS MEASUREMENT OF SERVICE QUALITY

被引：1176

作者：

CRONIN, JJ ^{[1
]}

TAYLOR, SA ^{[1
]}

机构：

[1] ILLINOIS STATE UNIV, NORMAL, IL 61790 USA

来源：

JOURNAL OF MARKETING | 1994年 / 58卷 / 01期

关键词：

D O I：

10.2307/1252256

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1 994) 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.

引用

页码：125 / 131

页数：7

共 27 条

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