Which Of The Following Is Not One Of The Seven Service Quality Gaps?
journal article
Periodical of Marketing
Published Past: Sage Publications, Inc.
https://doi.org/x.2307/1252216
https://www. jstor .org/stable/1252216
The author examines conceptual and operational issues associated with the "perceptions-minus-expectations" (P-E) perceived service quality model. The examination indicates that the P-E framework is of questionable validity because of a number of conceptual and definitional issues involving the (1) conceptual definition of expectations, (2) theoretical justification of the expectations component of the P-Due east framework, and (3) measurement validity of the expectation (East) and revised expectation (E*) measures specified in the published service quality literature. Consequently, alternative perceived quality models that address the problems of the traditional framework are developed and empirically tested.
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Which Of The Following Is Not One Of The Seven Service Quality Gaps?,
Source: https://www.jstor.org/stable/1252216
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