Service performance gap: re-evaluation and redevelopment
Article Abstract:
A study re-examined the concept of the service performance gap to provide a more comprehensive understanding of it by extending its theoretical framework and reconciling its original conceptualization in 1988 by three researchers with the notions of relationship marketing theory. Service performance gap refers to the discrepancy between service specifications and actual service delivery. The analysis proposed a conceptual model of service performance gap as a function of trust, commitment and cooperation that may be useful to researchers.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 1999
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A longitudinal study of the stability of consumer expectations of services
Article Abstract:
A longitudinal study was conducted to analyze the stability of consumer expectations and their impact on service quality measurement. The study showed that consumer expectations are relatively stable and can be measured efficiently. The approach also showed that the positive or negative experience of a consumer tend to be highly influential to service experience evaluation.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 1998
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The effects of specific job satisfaction facets on customer perceptions of service quality: An employee-level analysis
Article Abstract:
The role of job satisfaction and employee feelings of empowerment on service quality in a service industry is studied. It also includes an unprecedented analysis of the effects of the specific facets of job satisfaction on customer perceptions of service quality.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 2005
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