A Service Quality Model Based on an Ideal Value Standard

A Service Quality Model Based on an Ideal Value Standard The delivery of quality in goods and services has recently become a marketing priority. Marketers of services experience difficulty in understanding and controlling quality. Although a few academic researchers have attempted to define and model quality, serious conceptual and methodological difficulties remain. Argues for a formal value approach to service quality, modelling it as a satisfaction process incorporating an implicit matching of two value‐based constructs: ideal standard and experienced outcome. During this match a negative cognitive bias occurs. Therefore, only negative disconfirmation determines satisfaction. The proposed model was tested in three hotel service encounters in Sweden and found reasonable support. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

A Service Quality Model Based on an Ideal Value Standard

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Publisher
Emerald Publishing
Copyright
Copyright © 1992 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239210015148
Publisher site
See Article on Publisher Site

Abstract

The delivery of quality in goods and services has recently become a marketing priority. Marketers of services experience difficulty in understanding and controlling quality. Although a few academic researchers have attempted to define and model quality, serious conceptual and methodological difficulties remain. Argues for a formal value approach to service quality, modelling it as a satisfaction process incorporating an implicit matching of two value‐based constructs: ideal standard and experienced outcome. During this match a negative cognitive bias occurs. Therefore, only negative disconfirmation determines satisfaction. The proposed model was tested in three hotel service encounters in Sweden and found reasonable support.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Sep 1, 1992

Keywords: Marketing; Quality control; Service

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