Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

J. Joseph Cronin; Steven A. Taylor

doi:10.1177/002224299405800110

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Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

J. Joseph Cronin¹; Steven A. Taylor²

¹ Associate Professor, Florida State University. · ² Assistant Professor, Illinois State University.

Journal of Marketing 1994

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.

DOI: 10.1177/002224299405800110
Volume: 58 (1)
Pages: 125-131
Language: en
Export: BibTeX
Sources: crossref