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

Author

Listed:
  • Paul A. Dion
  • Rajshekhar Javalgi
  • Janet Dilorenzo-Aiss

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.

Suggested Citation

  • Paul A. Dion & Rajshekhar Javalgi & Janet Dilorenzo-Aiss, 1998. "An Empirical Assessment Of The Zeithaml, Berry And Parasuraman Service Expectations Model," The Service Industries Journal, Taylor & Francis Journals, vol. 18(4), pages 66-86, October.
    • Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:66-86
    DOI: 10.1080/02642069800000042
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    Cited by:

    1. Kai‐Chieh Hu, 2009. "Evaluating City Bus Service Based on Zone of Tolerance of Expectation and Normalized Importance," Transport Reviews, Taylor & Francis Journals, vol. 30(2), pages 195-217, March.
    2. Pereira Filho, Evadio & Moreno Añez, Miguel Eduardo, 2021. "Why are you so tolerant? Towards the relationship between consumer expectations and level of involvement," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    3. Marta Retamosa & Ángel Millán & Miguel Moital, 2020. "Does the Type of Degree Predict Different Levels of Satisfaction and Loyalty? A Brand Equity Perspective," Corporate Reputation Review, Palgrave Macmillan, vol. 23(2), pages 57-77, May.
    4. Kaung-Hwa Chen & Feng-Hsiang Chang & Fang-Yu Liu, 2015. "Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction," Sustainability, MDPI, vol. 7(8), pages 1-26, August.

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