Zeithaml、Berry和Parasuraman服务期望模型的实证评估

IF 7.4 2区管理学 Q1 MANAGEMENT

Service Industries Journal Pub Date : 1998-10-01 DOI:10.1080/02642069800000042

P. Dion, R. Javalgi, Janet Dilorenzo-Aiss

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引用次数: 44

摘要

本研究对Zeithaml等人的服务期望模型进行了实证评估。上的数据。服务可靠性从267名从制造商经销商和独立供应商购买汽车零部件的汽车维修服务人员中收集。该模型部分成功地解释了客户对服务质量和满意度的看法。一个重要的发现是，买家似乎可以容忍一系列的服务表现，而这个范围的大小与服务质量的感知有关。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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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.

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来源期刊

Service Industries Journal MANAGEMENT-

CiteScore

19.00

自引率

18.10%

发文量

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.