An Empirical Assessment of the Zeithaml, Berry and Parasuraman Service Expectations ModelService Industries Journal
AbstractThe study empirically evaluated the Zeithaml et al. model of service expectations. Data on service reliability was gathered from 267 auto repair service personnel who bought auto parts from manufacturer dealerships and independent suppliers. The model was partially successful in explaining customer perceptions of service quality and satisfaction. A significant finding was that buyers appear to tolerate a range of service performance and the size of this range is linked to service quality perceptions.
Citation InformationDion, P. A., Javalgi, R., Dilorenzo-Aiss, J. (1998). An Empirical Assessment of the Zeithaml, Berry and Parasuraman Service Expectations Model. Service Industries Journal, 18(4), 66-86.