An Empirical Assessment Of The Zeithaml, Berry And Parasuraman Service Expectations Model

Paul A. Dion, Rajshekhar Javalgi and Janet Dilorenzo-Aiss

The Service Industries Journal, 1998, vol. 18, issue 4, 66-86

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.

Date: 1998
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:18:y:1998:i:4:p:66-86

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DOI: 10.1080/02642069800000042

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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