Service performance gap: re-evaluation and redevelopment

Article Abstract:

A study re-examined the concept of the service performance gap to provide a more comprehensive understanding of it by extending its theoretical framework and reconciling its original conceptualization in 1988 by three researchers with the notions of relationship marketing theory. Service performance gap refers to the discrepancy between service specifications and actual service delivery. The analysis proposed a conceptual model of service performance gap as a function of trust, commitment and cooperation that may be useful to researchers.

Customer Relations, Services, Business enterprises

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A longitudinal study of the stability of consumer expectations of services

Article Abstract:

A longitudinal study was conducted to analyze the stability of consumer expectations and their impact on service quality measurement. The study showed that consumer expectations are relatively stable and can be measured efficiently. The approach also showed that the positive or negative experience of a consumer tend to be highly influential to service experience evaluation.

Service Industries, Research, Services industry, Consumer behavior

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The effects of specific job satisfaction facets on customer perceptions of service quality: An employee-level analysis

Article Abstract:

The role of job satisfaction and employee feelings of empowerment on service quality in a service industry is studied. It also includes an unprecedented analysis of the effects of the specific facets of job satisfaction on customer perceptions of service quality.

Influence, Job satisfaction, Support services

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