Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
1994; SAGE Publishing; Volume: 58; Issue: 1 Linguagem: Inglês
10.1177/002224299405800110
ISSN1547-7185
AutoresJ. Joseph Cronin, Steven A. Taylor,
Tópico(s)Quality and Supply Management
ResumoThe 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.
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