An empirical assessment of the Zeithaml, Berry and Parasuraman service expectations model

Service Industries Journal

Volumn 18, Issue 4, 1998, Pages 66-86

  Dion, Paul A ^a   Javalgi, Rajshekhar ^b   Dilorenzo Aiss, Janet ^c  

^a SUSQUEHANNA UNIVERSITY   (United States)

^b CLEVELAND STATE UNIVERSITY   (United States)

^c FORDHAM UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

MARKETING; MODELING; QUALITY CONTROL; SERVICE SECTOR;

EID: 0032409301     PISSN: 02642069     EISSN: None     Source Type: Journal    
DOI: 10.1080/02642069800000042     Document Type: Article

References (36)

1. Bagozzi, Richard P., and Youjae Li, 1988, 'On the Evaluation of Structural Equation Models', Journal of the Academy of Marketing Science, Vol.16, Spring, pp.74-94.
2. Berry, Leonard L., and A. Parasuraman, 1991, Marketing Services: Competing Through Quality, New York: The Free Press.
3. Bitner, Mary Jo and Amy R. Hubert, 1994, 'Encounter Satisfaction versus Overall Satisfaction Versus Quality', in Roland T. Rust and Richard L. Oliver (eds.), Service Quality: New Directions in Theory and Practice, London: Sage Publications, pp.72-94.
4. Bollen, Kenneth A., 1989, Structural Equations with Latent Variables, New York: John Wiley and Sons.
5. Boulding, William, Jay Kalra, Richard Staelin and Valerie Zeithaml, 1993, 'A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions', Journal of Marketing Research, Vol.XXX, Feb., pp.7-27.
6. Brown, Stephen W. and Teresa A. Swartz. 1989, 'A Dyadic Evaluation of the Professional Services Encounter,' Journal of Marketing, Vol.53, April, pp.92-8.
7. Cadotte, Robert B., Ernest R. Cadotte and Roger L. Jenkins, 'Modeling Consumer Satisfaction Processes Using Experience-Based Norms', Journal of Marketing Research, Vol. XX, August 1983, pp.296-304.
8. Carmines, Edward G. and Richard A. Zeller, 1979, 'Reliability and Validity Assessment', Sage University Paper Series on Quantitative Applications in the Social Sciences, 07-017. Beverly Hills and London: Sage Publications.
9. Churchill, G.A, and Carol Suprenant, 1982, 'An Investigation into the Determinants of Consumer Satisfaction', Journal of Marketing Research, Vol.19, Nov., pp.491-504.
10. Churchill, G. A, 1979, 'A Paradigm for Developing Better Measures of Marketing Concepts', Journal of Marketing Research, Vol.XVI, Feb. pp.64-73.
11. Cronin, J. Joseph Jr. and Steven Taylor, 1992, 'Measuring Service Quality: A Reexamination and Extension', Journal of Marketing, Vol.56, July, pp.55-68.
12. Davis, Duane L, Joseph Guiltanin and Wesley Jones, 1979, 'Service Characteristics, Consumer Research and the Classification of Retail Services', Journal of Retailing, Vol.55, Fall, pp.3-21.
13. Deighton, John, 1984, 'The Interaction of Advertising and Evidence', Journal of Consumer Research, Vol.11, Dec., pp.763-70.
14. Donnelly, James H., 1980, 'Service Delivery Strategies in the 1980's-Academic Perspectives', in Leonard L. Berry and James H. Donnelly, Jr. (eds.), Financial Institution Marketing Strategies in the 1980's, Washington DC: Consumer Bankers Assoc.
15. Gardial, Sarah, D. Scott Clemens, Robert B. Woodruff, David W. Schuman and Mary Jane Burns, 1994, 'Comparing Consumer's Recall of Prepurchase and Postpurchase Product Evaluation Experiences', Journal of Consumer Research, Vol.20, March, pp.548-60.
16. George, William R. and Leonard Berry, 1981, 'Guidelines for the Advertising of Services', Business Horizons, Vol.24, May, pp.52-6.
17. Grönroos, Christian, 1982, Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration.
18. Ha, Young-Won and Stephen J. Hoch, 1989, 'Ambiguity, Processing Strategy, and Advertising Evidence Interactions', Journal of Consumer Research, Vol.16, September, pp.354-60.
19. Joreskog, Karl and Dag Sorbom, 1988, LISREL 7: A Guide to the Program and Applications, Chicago, SPSS Inc.
20. LaTour, Stephen A. and Nancy C. Peat, 1979, 'Conceptual and Methodological Issues in Consumer Satisfaction Research', William L. Wilkie (ed.), Advances in Consumer Research, Vol.6, Ann Arbor, MI, Association for Consumer Research, pp.431-7.
21. Lehtinen, Uolevi and James R. Lehtinen, 1982, 'Service Quality: A Study of Quality Dimensions', Unpublished Working paper, Helsinki, Finland OY: Service Management Institute.
22. Miller, John A., 'Studying Satisfaction: Modifying Models, Eliciting Expectations, Posing Problems and Making Meaningful Measurements', in H. Keith Hunt (ed.), Conceptualizations and Measurement of Consumer Satisfaction and Dissatisfaction, Bloomington: School of Business, Indiana University, pp.72-91.
23. Oliver, R.L., 1993, 'A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts', in Advances in Services Marketing and Management, Vol.2, JAI Press Inc., pp.65-85.
24. Oliver, R. L., 1981, 'Measurement and Evaluation of Satisfaction Processes in Retail Settings', Journal of Retailing, Vol.57, Fall, pp.25-48.
25. Oliver, R. L., 1980, 'A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions', Journal of Marketing Research, Vol. 17, November, pp.460-9.
26. Parasuraman, A., Valarie A. Zeithaml and Leonard Berry, 1985, 'A Conceptual Model of Service Quality and Its Implications for Future Research.', Journal of Marketing, Vol.49, Fall, pp.41-50.
27. Parasuraman, A. Valarie A. Zeithaml and Leonard L. Berry, 1988, 'SERQUAL: Multiple Item Scale for Measuring Consumer Perceptions of Service Quality,' Journal of Retailing, Vol.64, No.1, Spring 1988, pp.12-40.
28. Prakash, Ved., 1984, 'Validity and Reliability of the Confirmation of Expectations Paradigm as a Determination of Consumer Satisfaction', Journal of the Academy of Marketing Science, Fall, pp.63-76.
29. Sasser, W., Earl, Jr., R. Paul Olsen, and D. Daryl Wycoff, 1978, Management of Service Operations: Text and Cases, Boston, Allyn and Bacon.
30. Swan, John E., and I. Frederick Trawik, 1980, 'Attitude-Behavior Consistency: The Impact of Product Trial Versus Advertising', Journal of Marketing Research, Vol.20, August, pp.257-67.
31. Teas, R. Kenneth, 1993, 'Expectations, Performance Evaluation, and Consumers' Perceptions of Quality', Journal of Marketing, Vol.57, Oct., pp.18-34.
32. Tse, David K., and Peter C. Wilton, 1988, 'Models of Consumer Satisfaction Formation: An Extension', Journal of Marketing Research, Vol.25, May, pp.204-12.
33. Woodside, Arch G., Lisa L. Frey, and Robert T. Daly, 1989, 'Linking Service Quality, Customer Satisfaction and Behavioral Intentions,' Journal of Health Care Marketing, Vol.9, pp.5-17.
34. Zeithaml, Valarie, A., Leonard L. Berry and A. Parasuraman, 1993, 'The Nature and Determinants of Customer Expectations of Service', Journal of Academy of Marketing Science, Vol.21, No.1, pp.1-12.
35. Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman, 1988, 'Communications and Control Processes in the Delivery of Service Quality', Journal of Marketing, Vol.49, Spring, pp.33-46.
36. Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman, 1985, 'Problems and Strategies in Service Marketing', Journal of Marketing, Vol.49, Spring, pp.33-46.