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A Multistage Model of Customers' Assessments of Service Quality and Value

A Multistage Model of Customers' Assessments of Service Quality and Value This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value. The model is applied to residential customers' assessments of local telephone service. The model is estimated with a two-stage least squares procedure through survey data. Results indicate that residential customers' assessments of quality and value are primarily a function of disconfirmation arising from discrepancies between anticipated and perceived performance levels. However, perceived performance levels also were found to have an important direct effect on quality and value assessments. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Consumer Research Oxford University Press

A Multistage Model of Customers' Assessments of Service Quality and Value

Journal of Consumer Research , Volume 17 (4): 10 – Mar 1, 1991

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References (16)

Publisher
Oxford University Press
Copyright
© 1991 by JOURNAL OF CONSUMER RESEARCH, Inc.
ISSN
0093-5301
eISSN
1537-5277
DOI
10.1086/208564
Publisher site
See Article on Publisher Site

Abstract

This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value. The model is applied to residential customers' assessments of local telephone service. The model is estimated with a two-stage least squares procedure through survey data. Results indicate that residential customers' assessments of quality and value are primarily a function of disconfirmation arising from discrepancies between anticipated and perceived performance levels. However, perceived performance levels also were found to have an important direct effect on quality and value assessments.

Journal

Journal of Consumer ResearchOxford University Press

Published: Mar 1, 1991

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