| Автор | Rao, C. P. |
| Автор | Kelkar, Mayuresh M. |
| Дата выпуска | 1997 |
| dc.description | ABSTRACTThe measurement of service quality has received significant attention from researchers in recent years. SERVQUAL, a 22 item scale proposed by Parasuraman, Zeithaml, and Berry (1988) has been considered to have limitations. As a consequence, alternative models have been proposed in the literature. This paper reports the findings of a study conducted to test a three component measurement model proposed by Carman (1990). The results show that inclusion of perceived importance ratings does not improve the explanatory power of the model substantially. The weak results obtained might be attributable to measurement problems regarding importance weights. Given the intuitive appeal of the model, the paper calls for further investigation in this area. |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Название | Relative Impact of Performance and Importance Ratings on Measurement of Service Quality |
| Тип | research-article |
| DOI | 10.1300/J090v15n02_06 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 15 |
| Первая страница | 69 |
| Последняя страница | 86 |
| Аффилиация | Rao, C. P.; Old Dominion University |
| Аффилиация | Kelkar, Mayuresh M.; Northern State University |
| Выпуск | 2 |
| Библиографическая ссылка | Anderson, Rolph E. 1973. Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance. “Journal of Marketing Research, 10(February): 38–44. |
| Библиографическая ссылка | Babakus, Emin and Inhofe, Molly. 1991a. “Measuring Perceived Service Quality as a Multiattribute Attitude,”. Journal of International Marketing., |
| Библиографическая ссылка | Babakus, Emin and Inhofe, Molly. 1991b. “The Role of Expectations and Attribute Importance in the Measurement of Service Quality,”. Proceedings of the American Marketing Summer Conference., |
| Библиографическая ссылка | Babakus, Emin and Boiler, Gregory. 1992. “An Empirical Assessment of the SERVQUAL Scale,”. Journal of Business Research, 24: 253–068. (May |
| Библиографическая ссылка | Bolton, Ruth N. and Drew, James H. 1991. “A Multi-stage Model of Consumers' Assessments of Service Quality and Value,”. Journal of Consumer Research., 17(March): 375–84. |
| Библиографическая ссылка | Cardozo, Richard N. 1968. “An Experimental Study of Consumer Effort, Expectation, and Satisfaction,”. Journal of Marketing Research, 2(August): 244–9. |
| Библиографическая ссылка | Carman, James M. 1990. “Consumer Perceptions of Service Quality: An Assessment of SERVQUAL Dimensions,”. Journal of Retailing, 66(Spring): 33–55. |
| Библиографическая ссылка | Churchill, Gilbert A. Jr. 1979. “A Paradigm for Developing Better Measures of Marketing Constructs,”. Journal of Marketing Research, 16(February): 64–73. |
| Библиографическая ссылка | Churchill, Gilbert A. Jr. and Suprenant, Carole. 1982. “An Investigation into the Determinants of Consumer Satisfaction,”. Journal of Marketing Research, 19(November): 491–504. |
| Библиографическая ссылка | Cronbach, Lee J. and Furby, Lite. 1970. “How We Should Measure “Change”—Or Should We?”. Psychological Bulletin, 74: 68–80. |
| Библиографическая ссылка | Cronin, Joseph J. and Taylor, Steven A. 1992. Measuring Service Quality: A Reexamination and Extension. “Journal of Marketing, 56(3) |
| Библиографическая ссылка | Engel, James F., Kollat, David T. and Blackwell, Roger D. 1973. Consumer Behavior, , second edition New York: Holt, Rinheart, & Winston.. |
| Библиографическая ссылка | Fishbein, Martin and Ajzen, Leek. 1975. Belief Attitude, Intention and Behavior: An Introduction to Theory and Research Reading, MA: Addison-Wesley.. |
| Библиографическая ссылка | Gronroos, Christian A. 1984. “A Service Quality Model and Its Marketing Implications,”. European Journal of Marketing, 18: 36–44. |
| Библиографическая ссылка | Hedvall, Maj-Britt and Paltschink, Mikael. 1989. “An Investigation in and Generation of Service Quality Concepts,”. In Marketing Thought and Practice in the 1990's Edited by: George, J. Avlonitis. 473–83. Athens, , Greece: European Marketing Academy. |
| Библиографическая ссылка | Hovland, Carl I., Harvey, O. J. and Sherif, Muzafer. 1957. “Assimilation and Contrast Effects in Reactions to Communication and Attitude Change,”. Journal of Abnormal and Social Psychology, 55(July): 244–52. |
| Библиографическая ссылка | Howard, John and Sheth, Jadish. 1969. The Theory of Buyer Behavior New York: John Wiley and Sons.. |
| Библиографическая ссылка | Ilgen, Daniel R. 1971. “Satisfaction With Performance As a Function of the Initial Level of Expected Performance and the Deviation From Expectations,”. Organizational Behavior and Human Performance, 6(January): 345–61. |
| Библиографическая ссылка | Ilgen, Daniel R. and Hamstra, Bruce W. 1972. “Performance Satisfaction as a Function of the Difference Between Expected and Reported Performance at Five Levels of Reported Performance,”. Organizational Behavior and Human Performance, 7: 359–70. |
| Библиографическая ссылка | Jhons, Gary. 1981. Difference Score Measures of Organizational Behavior Variables: A Critique. “Organizational Behavior and Human Performance, 27: 443–463. |
| Библиографическая ссылка | Likert, Rensis. 1932. “A Technique for Measurement of Attitudes,”. Archives of Psychology, No. 140 |
| Библиографическая ссылка | Lutz, Richard J. and Bettman, James R. 1977. “Multiattribute Models In Marketing: A Bicentennial Review,”. In Consumer and Industrial Buying Behavior Edited by: Arch, G. Woodside. Woodside. Woodside. Woodside. 137–49. New York, NY: North-Holland. |
| Библиографическая ссылка | Mackenzie, Scott B. 1986. The Role of Attention in Mediating the Effect of Advertising on Attribute Importance. Journal of Consumer Research, 13(September): 174–93. |
| Библиографическая ссылка | Myers, James H. and Alpert, Mark I. 1968. “Determinant Attributes: Meaning and Measurement,”. Journal of Marketing, 32(October): 13–20. |
| Библиографическая ссылка | Nicosia, Francisco M. 1966. Consumer Decision Processes Englewood Cliffs, New Jersey: Prentice Hall.. |
| Библиографическая ссылка | Nunnally, Jum C. 1978. Psychometric Theory, , Second Edition New York: McGraw-Hill Book Company.. |
| Библиографическая ссылка | Oliver, Richard L. 1980. “A Cognitive Model of the Antecedents and Consequences of Consumer Satisfaction Decisions,”. Journal of Marketing Research, 42(November): 460–9. |
| Библиографическая ссылка | Oliver, Richard L. 1981. “Measurement and Evaluation of Satisfaction Process in Retail Settings,”. Journal of Retailing, 57(Fall): 25–48. |
| Библиографическая ссылка | Oliver, Richard L. 1993. “A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts,”. In Advances in Service Marketing and Management Research Edited by: Swartz, Teresa A., Bowen, David E. and Brown, Stephen W. Vol. 2, Greenwich, CT: JAI Press.. |
| Библиографическая ссылка | Olshavasky, Richard W. 1985. “Perceived Quality in Consumer Decision Making: An Integrated Theoretical Perspective,”. In Perceived Quality Edited by: Jacoby, J. and Olson, J. Lexington, Massachusetts: Lexington Books.. |
| Библиографическая ссылка | Parasuranman, A., Zeithaml, Valerie A. and Berry, Leonard L. 1985. “A Conceptual Model of Service Quality and Its Implications For Future Research,”. Journal of Marketing, 49(Fall): 41–50. |
| Библиографическая ссылка | Parasuranman, A., Zeithami, Valerie A. and Berry, Leonard L. 1988. “SERVQUAL: A Multiple Item Scale For Measuring Consumer Perceptions of Service Quality,”. Journal of Retailing, 64(1): 12–43. |
| Библиографическая ссылка | Parasuranman, A., Berry, Leonard L. and Zeithaml, Valerie A. 1991. “Refinement and Reassessment of the SERVQUAL Scale,”. Journal of Retailing, 67(4) |
| Библиографическая ссылка | Rudie, Mary J. and Brant Wasley, H. 1985. “The Merrill Lynch Quality Program,”. In Marketing In a Changing Environment Edited by: Bloch, Thomas, Upah, Gregory and Zeithaml, Valarie A. Chicago, IL: American Marketing Association.. |
| Библиографическая ссылка | Smith, Ruth A. and Houston, Michael J. 1982. “Script-Based Evaluations of Satisfaction with Services,”. In Emerging Perspectives on Services Marketing Edited by: Berry, L., Shostack, J. and Upah, G. 59–62. Chicago: American Marketing. |
| Библиографическая ссылка | Swan, John E. and Frederick Trawick, I. 1979. “Satisfaction Related to Predictive versus Desired Expectations,”. In Proceedings of the Fourth Annual Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior Bloomington, Indiana: Indiana University. |
| Библиографическая ссылка | Swan John, E. and Combes, Linda J. 1976. “Product Performance and Consumer Satisfaction: A New Concept,”. Journal of Marketing, 40(April): 25–33. |
| Библиографическая ссылка | Taylor, Steven A. and Joseph Cronin, J. Jr. 1994. “Modeling Patient Satisfaction and Service Quality,”. Journal of Health Care Marketing, 14(1): 34–44. |
| Библиографическая ссылка | Thompson, Phillip, DeSouza, Glenn and Gale, Bradley T. 1985. The Strategic Management of Service Quality Cambridge, MA: The Strategic Planning Institute. PIMSLETTER No. 33 |
| Библиографическая ссылка | Vogels, Rene, Lemmink, Jos and Kasper, Hans. 1989. “Some Methodological Remarks on the SERVQUAL Model,”. In Marketing Thought and Practice in the 1990's Edited by: George, J. Avlonitis. 473–83. Athens, , Greece: European Marketing Academy. |
| Библиографическая ссылка | Wason, P. J. and Johnson-Laird, P. N. 1972. Psychology of Reasoning: Structure and Content London: B. T. Batsford Ltd.. |
| Библиографическая ссылка | Zeithaml, Valarie A. 1988. “Consumers' Perceptions of Price Quality and Value: A Means End Model and Synthesis of Evidence,”. Journal of Marketing, 52(April): 2–22. |
| Библиографическая ссылка | Zeithaml, Valarie A, Berry, Leonard L. and Parasuraman, A. 1993. “The Nature and Determinants of Customer Expectations of Service,”. Journal of the Academy of Marketing Science, 21(1) |
