Users and Non-Users on the Expectation Item of the SERVQUAL Scale

Annals of Tourism Research

Volumn 23, Issue 4, 1996, Pages 931-934

  Ryan, Chris ^a   Cliff, Andrew ^b  

^a MASSEY UNIVERSITY   (New Zealand)

^b NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0346353781     PISSN: 01607383     EISSN: None     Source Type: Journal    
DOI: 10.1016/0160-7383(95)00096-8     Document Type: Article

References (7)

1. Bolton, R. N., and J. H. Drew 1991 A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research 17:375-384.
2. Boulding, W., A. Kalra, R. Staelin and V.A. Zeithaml 1993 A Dynamic Process Model of Service Quality: From Expectations to Behavioural Intentions. Journal of Marketing Research 30:7-27.
3. Carman, J. M. 1990 Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions. Journal of Retailing 66:33-55.
4. Parasuraman, A., V. A. Zeithaml, and L. L. Berry 1988 SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64:12-37.
5. Parasuraman, A., V. A. Zeithaml, and L. L. Berry 1991 Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing 67:420-450.
6. Parasuraman, A., V. A. Zeithaml, and L. L. Berry 1994 Moving Forward in Service Quality Research: Measuring Different Customer-Expectation Levels, Comparing Alternative Scales, and Examining the Performance-Behavioral Intentions Link. Report number 94-114. Marketing Science Institute.
7. Saleh, F., and C. Ryan 1992 Conviviality: A Source of Satisfaction for Hotel Guests? An Application of the Servqual Model. In Choice and Demand in Tourism, P. Johnson and B. Thomas, eds., pp. 107-122. London: Mansell.