Moving Forward in Service Quality Research: Measuring Different Customer-Expectation Levels, Comparing Alternative Scales, and Examining the Performance-Behavioral Intentions Link – MSI

Working Paper

Moving Forward in Service Quality Research: Measuring Different Customer-Expectation Levels, Comparing Alternative Scales, and Examining the Performance-Behavioral Intentions Link

A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry

Jan 1, 1994

Reviews current literature on key conceptual and methodological issues pertaining to expectations in measuring service quality; discusses study designed to address unresolved issues and add to our knowledge of service quality measurement.

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