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A composite measure of performance–expectation and performance-only measures

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  • Sang-June Park
  • Youjae Yi

Abstract

Performance–expectation measures and performance-only measures of service quality have been widely used in the literature. However, either of the two measures is not sufficient to explain customers’ evaluation of service quality and satisfaction. Their assumptions are too restrictive to explain the evaluation processes. From an analytic perspective, this paper derives a composite measure integrating both measures for service quality. The previous measures are nested in the composite measure. Due to this feature, the composite measure is more flexible than the previous measures. It can account for conflicting theories and empirical findings supporting each of the two measures. Furthermore, the composite measure allows us to interpret the link between service quality and customer satisfaction more intuitively.

Suggested Citation

  • 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.
    • Handle: RePEc:taf:servic:v:37:y:2017:i:15-16:p:936-947
    DOI: 10.1080/02642069.2017.1369968
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    4. 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.
    5. Eileen Bridges & Chi Kin (Bennett) Yim & Richard A. Briesch, 1995. "A High-Tech Product Market Share Model with Customer Expectations," Marketing Science, INFORMS, vol. 14(1), pages 61-81.
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