IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v37y2017i15-16p936-947.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2017.1369968
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2017.1369968?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Youjae Yi & Suna La, 2003. "The Moderating Role of Confidence in Expectations and the Asymmetric Influence of Disconfirmation on Customer Satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 23(5), pages 20-47, November.
    2. Mazis, Michael B & Ahtola, Olli T & Klippel, R Eugene, 1975. "A Comparison of Four Multi-Attribute Models in the Prediction of Consumer Attitudes," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 2(1), pages 38-52, June.
    3. Edwards, Jeffrey R., 1994. "The Study of Congruence in Organizational Behavior Research: Critique and a Proposed Alternative," Organizational Behavior and Human Decision Processes, Elsevier, vol. 58(1), pages 51-100, April.
    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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. 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.
    2. Lamar Pierce & Jason Snyder, 2015. "Unethical Demand and Employee Turnover," Journal of Business Ethics, Springer, vol. 131(4), pages 853-869, November.
    3. Adams, Leen & Faseur, Tineke & Geuens, Maggie, 2010. "The Influence of the Self-Regulatory Focus on the Effectiveness of Stop-Smoking Campaigns for Young Smokers," Working Papers 2010/38, Hogeschool-Universiteit Brussel, Faculteit Economie en Management.
    4. Namwoon Kim & Jin K. Han & Rajendra K. Srivastava, 2002. "A Dynamic IT Adoption Model for the SOHO Market: PC Generational Decisions with Technological Expectations," Management Science, INFORMS, vol. 48(2), pages 222-240, February.
    5. Dhruv Grewal & Gopalkrishnan R. Iyer & Rajshekhar (Raj) G. Javalgi & Lori Radulovich, 2011. "Franchise Partnership and International Expansion: A Conceptual Framework and Research Propositions," Entrepreneurship Theory and Practice, , vol. 35(3), pages 533-557, May.
    6. Bowon Kim & Fouad El Ouardighi & Sangsun Park, 2012. "Optimal dynamics of technology and price in a duopoly market," Applied Economics Letters, Taylor & Francis Journals, vol. 19(11), pages 1017-1022, July.
    7. Justin J. P. Jansen & Michiel P. Tempelaar & Frans A. J. van den Bosch & Henk W. Volberda, 2009. "Structural Differentiation and Ambidexterity: The Mediating Role of Integration Mechanisms," Organization Science, INFORMS, vol. 20(4), pages 797-811, August.
    8. Dejun Tony Kong & Violet T. Ho & Sargam Garg, 2020. "Employee and Coworker Idiosyncratic Deals: Implications for Emotional Exhaustion and Deviant Behaviors," Journal of Business Ethics, Springer, vol. 164(3), pages 593-609, July.
    9. Watson, Anna & Dada, Olufunmilola (Lola) & Grünhagen, Marko & Wollan, Melody L., 2016. "When do franchisors select entrepreneurial franchisees? An organizational identity perspective," Journal of Business Research, Elsevier, vol. 69(12), pages 5934-5945.
    10. Pollok, Patrick & Lüttgens, Dirk & Piller, Frank T., 2019. "Attracting solutions in crowdsourcing contests: The role of knowledge distance, identity disclosure, and seeker status," Research Policy, Elsevier, vol. 48(1), pages 98-114.
    11. Wen Tu Zhang & Il Young Choi & Yun Joo Hyun & Jae Kyeong Kim, 2022. "Hotel Service Analysis by Penalty-Reward Contrast Technique for Online Review Data," Sustainability, MDPI, vol. 14(12), pages 1-14, June.
    12. Yu, Kang Yang Trevor, 2014. "Person–organization fit effects on organizational attraction: A test of an expectations-based model," Organizational Behavior and Human Decision Processes, Elsevier, vol. 124(1), pages 75-94.
    13. John S. Heywood & W. S. Siebert & Xiangdong Wei, 2002. "Worker Sorting and Job Satisfaction: The Case of Union and Government Jobs," ILR Review, Cornell University, ILR School, vol. 55(4), pages 595-609, July.
    14. Myers, Matthew B., 2004. "Implications of pricing strategy-venture strategy congruence: an application using optimal models in an international context," Journal of Business Research, Elsevier, vol. 57(6), pages 591-600, June.
    15. Herhausen, Dennis, 2016. "Unfolding the ambidextrous effects of proactive and responsive market orientation," Journal of Business Research, Elsevier, vol. 69(7), pages 2585-2593.
    16. Laura Guillén & Natalia Karelaia, 2011. "When opposites hurt: Similarity in getting ahead in leader-follower dyads as a predictor of job performance evaluations," ESMT Research Working Papers ESMT-11-12 (R1), ESMT European School of Management and Technology, revised 30 Aug 2012.
    17. Coo, Cristián & Richter, Anne & von Thiele Schwarz, Ulrica & Hasson, Henna & Roczniewska, Marta, 2021. "All by myself: How perceiving organizational constraints when others do not hampers work engagement," Journal of Business Research, Elsevier, vol. 136(C), pages 580-591.
    18. Ding, Jingjing & Dong, Wei & Liang, Liang & Zhu, Joe, 2017. "Goal congruence analysis in multi-Division Organizations with shared resources based on data envelopment analysis," European Journal of Operational Research, Elsevier, vol. 263(3), pages 961-973.
    19. 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.
    20. David Gefen & Paul A. Pavlou, 2012. "The Boundaries of Trust and Risk: The Quadratic Moderating Role of Institutional Structures," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 940-959, September.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:37:y:2017:i:15-16:p:936-947. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.