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Performance-only measures vs. performance-expectation measures of service quality

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  • Sang-June Park
  • Youjae Yi

Abstract

There is a long debate over the superiority of performance-only measures vs. performance-expectation measures of service quality. This paper analytically derives the superiority conditions of the measures in predicting customer satisfaction. The conditions show that the superiority of the measures is determined by two factors. One is the strengths of linkages between the constructs (expectation, performance, and customer satisfaction) in the customer satisfaction formation process, and the other is customer heterogeneity in the evaluation of constructs in the process. The source of customer heterogeneity implies that the superiority is affected by the procedure for measuring service quality because the degree of customer heterogeneity in the evaluation of perceived and expected service quality may vary according to the measurement procedure.

Suggested Citation

  • Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    • Handle: RePEc:taf:servic:v:36:y:2016:i:15-16:p:741-756
    DOI: 10.1080/02642069.2016.1275579
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    Cited by:

    1. Nayla Fawzi & Cornelia Mothes, 2020. "Perceptions of Media Performance: Expectation-Evaluation Discrepancies and Their Relationship with Media-related and Populist Attitudes," Media and Communication, Cogitatio Press, vol. 8(3), pages 335-347.
    2. Sang-June Park & Youjae Yi, 2017. "A composite measure of performance–expectation and performance-only measures," The Service Industries Journal, Taylor & Francis Journals, vol. 37(15-16), pages 936-947, December.
    3. Lin Wang & Murad Ali & Hyun Jeong Kim & Sareum Lee & Felipe Hernández Perlines, 2021. "Individual entrepreneurial orientation, value congruence, and individual outcomes: Does the institutional entrepreneurial environment matter?," Business Strategy and the Environment, Wiley Blackwell, vol. 30(5), pages 2293-2312, July.

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