Customer expectations versus perceptions of service performance in the foodservice industry

International Journal of Service Industry Management

Volumn 9, Issue 3, 1998, Pages 248-265

  Johns, Nick ^a   Howard, Antony ^a  

^a Norwich City College   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0032356254     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564239810223556     Document Type: Article

References (21)

1. Babakus, E. and Mangold, W.G. (1992), "Adapting the SERVQUAL scale to hospital services: an empirical investigation", Health Services Research, Vol. 26 No. 6, pp. 767-86.
2. Bolton, R.N. and Drew, J.H. (1991), "A multistage model of customers' assessment of service quality and value", Journal of Consumer Research, Vol. 17, pp. 375-84.
3. Brogowicz, A.A., Delene, L.M. and Lyth, D.M. (1990), "A synthesized service quality model with managerial implications", International Journal of Service Industry Management, Vol. 1 No. 1, pp. 27-46.
4. Carman, J.M. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions", Journal of Retailing, Vol. 66 No. 2, pp. 33-55.
5. Collison, R. and Turner, M. (1988), "Consumer acceptance of meals and meal components", Food Quality and Preference, Vol. 1 No. 1, pp. 21-4.
6. Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: a re-examination and extension", Journal of Marketing, Vol. 56, pp. 55-68.
7. Johns, N. and Lee-Ross, D. (1996), "Profile accumulation: a quality assessment technique for hospitality SMEs", in Teare, R. and Armistead, C. (Eds), Services Management: New Directions and Perspectives, Cassell, London.
8. Johns, N. and Tyas, P. (1996), "Use of service quality gap theory to differentiate between foodservice outlets", Service Industries Journal, Vol. 16 No. 3, pp. 321-46.
9. Johns, N. and Tyas, P. (1997), "Customer perceptions of service operations: Gestalt, incident or mythology?", Service Industries Journal, Vol. 17 No. 3, pp. 474-88.
10. Johns, N., Lee-Ross, D., Graves-Morris, R. and Ingram, H. (1996), "Quality benchmarking in the small hotel sector using profile accumulation a new measurement tool", Fifth CHME Research Conference, Nottingham Trent University, April.
11. Johnston, R. (1995), "The determinants of service quality: satisfiers and dissatisfiers", International Journal of Service Industry Management, Vol. 6 No. 5, pp. 53-71.
12. Johnston, R., Silvestro, R., Fitzgerald, L. and Voss, C. (1990), "Developing the determinants of service quality", Proceedings of the First International Research Seminar in Service Management, La Londes des Maures, June.
13. Jones, P.A. (1983), "The restaurant, a place for quality control and product maintenance", International Journal of Hospitality Management, Vol. 2 No. 2, pp. 93-100.
14. Kierl, C. and Mitchell, P. (1990), "How to measure industrial service quality", Industrial Marketing Digest, Vol. 15 No. 1, pp. 35-46.
15. Klaus, P.G. (1985), "Quality epiphenomenon: the conceptual understanding of quality in face to face service encounters", in Czepiel, J., Solomon, M.R. and Surprenant, C.F. (Eds), The Service Encounter: Managing Employee/Customer Interaction in Service Businesses, Lexington Books, New York, NY.
16. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, Vol. 17, pp. 460-9.
17. Parasuraman, A., Zeithaml, V.A. and Berry, L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50.
18. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1986), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality", Marketing Science Institute, Working Paper Report No. 86-108, (August).
19. Parasuraman, A., Zeithaml, V.A. and Berry, L. (1991), "Refinement and reassessment of the SERVQUAL scale", Journal of Retailing, Vol. 67 No. 4, pp. 420-50.
20. Teas, R.K. (1993), "Consumer expectations and the measurement of perceived service quality", Journal of Professional Services Marketing, Vol. 8 No. 2, pp. 33-54.
21. Zeithaml, V.A. (1987), "Defining and relating price, perceived quality and perceived value", Marketing Science Institute, Working Paper Report No. 87-101, (August).