Expectations and Performance from Whose Perspective
Hall, Mark C.; Elliott, Kevin M.; Hall, Mark C.; Associate Professor, Department of Marketing, Mankato State University, Mankato, MN, 56001; Elliott, Kevin M.; Associate Professor, Department of Marketing, Mankato State University, Mankato, MN, 56001
Журнал:
Journal of Professional Services Marketing
Дата:
1993
Аннотация:
The construct of service quality has received considerable attention in the recent professional services marketing literature. Typically, attempts to measure service quality have focused on the gap between expectations and performance perceptions. This note identifies and discusses the various perspectives from which expectations and perceptions of performance can be measured.
168.8Кб