{"title":"Zeithaml、Berry和Parasuraman服务期望模型的实证评估","authors":"P. Dion, R. Javalgi, Janet Dilorenzo-Aiss","doi":"10.1080/02642069800000042","DOIUrl":null,"url":null,"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.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"66-86"},"PeriodicalIF":7.4000,"publicationDate":"1998-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000042","citationCount":"44","resultStr":"{\"title\":\"An Empirical Assessment Of The Zeithaml, Berry And Parasuraman Service Expectations Model\",\"authors\":\"P. Dion, R. Javalgi, Janet Dilorenzo-Aiss\",\"doi\":\"10.1080/02642069800000042\",\"DOIUrl\":null,\"url\":null,\"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.\",\"PeriodicalId\":48173,\"journal\":{\"name\":\"Service Industries Journal\",\"volume\":\"18 1\",\"pages\":\"66-86\"},\"PeriodicalIF\":7.4000,\"publicationDate\":\"1998-10-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://sci-hub-pdf.com/10.1080/02642069800000042\",\"citationCount\":\"44\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Service Industries Journal\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://doi.org/10.1080/02642069800000042\",\"RegionNum\":2,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"MANAGEMENT\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Service Industries Journal","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1080/02642069800000042","RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"MANAGEMENT","Score":null,"Total":0}
An Empirical Assessment Of The Zeithaml, Berry And Parasuraman Service Expectations Model
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.
期刊介绍：
The mission of The Service Industries Journal is to enhance our understanding of the services sector, service firms, and the efficient management of these entities. Pioneering the field since 1981, we stand as the world's inaugural academic, peer-reviewed journal dedicated to the services sector and service management. Over the years, we have earned a prestigious international reputation for delivering high-quality content and insights.
We enthusiastically invite submissions from researchers worldwide whose studies are grounded in social sciences such as sociology, psychology, economics, law, and politics.
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