François A. Carrillat, Fernando Jaramillo, J. Mulki
{"title":"SERVQUAL和SERVPERF量表的有效性:横跨五大洲17年研究的元分析观点","authors":"François A. Carrillat, Fernando Jaramillo, J. Mulki","doi":"10.1108/09564230710826250","DOIUrl":null,"url":null,"abstract":"Purpose – The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality.Design/methodology/approach – Data from 17 studies containing 42 effect sizes of the relationships between SERVQUAL or SERVPERF with overall service quality (OSQ) are meta‐analyzed.Findings – Overall, SERVQUAL and SERVPERF are equally valid predictors of OSQ. Adapting the SERVQUAL scale to the measurement context improves its predictive validity; conversely, the predictive validity of SERVPERF is not improved by context adjustments. In addition, measures of services quality gain predictive validity when used in: less individualistic cultures, non‐English speaking countries, and industries with an intermediate level of customization (hotels, rental cars, or banks).Research limitations/implications – No study, that were using non‐adapted scales were conducted outside of the USA making it impossible to disentangle the impact of scale adaptation vs contextual differences on the modera...","PeriodicalId":102812,"journal":{"name":"International Journal of Service Industry Management","volume":"38 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2007-10-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"414","resultStr":"{\"title\":\"The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents\",\"authors\":\"François A. Carrillat, Fernando Jaramillo, J. Mulki\",\"doi\":\"10.1108/09564230710826250\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Purpose – The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality.Design/methodology/approach – Data from 17 studies containing 42 effect sizes of the relationships between SERVQUAL or SERVPERF with overall service quality (OSQ) are meta‐analyzed.Findings – Overall, SERVQUAL and SERVPERF are equally valid predictors of OSQ. Adapting the SERVQUAL scale to the measurement context improves its predictive validity; conversely, the predictive validity of SERVPERF is not improved by context adjustments. In addition, measures of services quality gain predictive validity when used in: less individualistic cultures, non‐English speaking countries, and industries with an intermediate level of customization (hotels, rental cars, or banks).Research limitations/implications – No study, that were using non‐adapted scales were conducted outside of the USA making it impossible to disentangle the impact of scale adaptation vs contextual differences on the modera...\",\"PeriodicalId\":102812,\"journal\":{\"name\":\"International Journal of Service Industry Management\",\"volume\":\"38 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2007-10-16\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"414\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Service Industry Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1108/09564230710826250\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Service Industry Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1108/09564230710826250","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents
Purpose – The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality.Design/methodology/approach – Data from 17 studies containing 42 effect sizes of the relationships between SERVQUAL or SERVPERF with overall service quality (OSQ) are meta‐analyzed.Findings – Overall, SERVQUAL and SERVPERF are equally valid predictors of OSQ. Adapting the SERVQUAL scale to the measurement context improves its predictive validity; conversely, the predictive validity of SERVPERF is not improved by context adjustments. In addition, measures of services quality gain predictive validity when used in: less individualistic cultures, non‐English speaking countries, and industries with an intermediate level of customization (hotels, rental cars, or banks).Research limitations/implications – No study, that were using non‐adapted scales were conducted outside of the USA making it impossible to disentangle the impact of scale adaptation vs contextual differences on the modera...