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Article
An Empirical Assessment of the Zeithaml, Berry and Parasuraman Service Expectations Model
Service Industries Journal
  • Rajshekhar G. Javalgi, Cleveland State University
  • Paul A. Dion, Susquehanna University
  • Janet Dilorenzo-Aiss, Fordham University
Document Type
Article
Publication Date
10-1-1998
Abstract
The 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.
DOI
10.1080/02642069800000042
Citation Information
Dion, 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.