SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations

J. Joseph Cronin Jr. ^[1] ; Steven A. Taylor ^[2]
1. [1] Florida State University
  
  Florida State University
  
  Estados Unidos
2. [2] Illinois State University
  
  Illinois State University
  
  Township of Normal, Estados Unidos
Localización: Journal of marketing: A quarterly publication of the american marketing association, ISSN 0022-2429, Vol. 58, Nº 1, 1994, págs. 125-131
Idioma: inglés
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Resumen
- 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.