{"id":"https://openalex.org/W2022009282","doi":"https://doi.org/10.1300/j090v08n02_05","title":"Consumer Expectations and the Measurement of Perceived Service Quality","display_name":"Consumer Expectations and the Measurement of Perceived Service Quality","publication_year":1993,"publication_date":"1993-03-11","ids":{"openalex":"https://openalex.org/W2022009282","doi":"https://doi.org/10.1300/j090v08n02_05","mag":"2022009282"},"language":"en","primary_location":{"id":"doi:10.1300/j090v08n02_05","doi":"https://doi.org/10.1300/j090v08n02_05","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j090v08n02_05","pdf_url":null,"source":{"id":"https://openalex.org/S97781730","display_name":"Journal of Professional Services Marketing","issn_l":"0748-4623","issn":["0748-4623","2169-8007"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Professional Services Marketing","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5050651144","display_name":"R. Kenneth Teas","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I173911158","display_name":"Iowa State University","ror":"https://ror.org/04rswrd78","country_code":"US","type":"education","lineage":["https://openalex.org/I173911158"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"R Kenneth Teas","raw_affiliation_strings":["Dept of Marketing, Iowa State University, Ames, IA, 50011"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Dept of Marketing, Iowa State University, Ames, IA, 50011","institution_ids":["https://openalex.org/I173911158"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5050651144"],"corresponding_institution_ids":["https://openalex.org/I173911158"],"apc_list":null,"apc_paid":null,"fwci":16.5357,"has_fulltext":false,"cited_by_count":274,"citation_normalized_percentile":{"value":0.98973805,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":91,"max":99},"biblio":{"volume":"8","issue":"2","first_page":"33","last_page":"54"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/perceived-service-quality","display_name":"perceived service quality","score":0.9570000171661377},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.8849999904632568},{"id":"https://openalex.org/keywords/discriminant-validity","display_name":"discriminant validity","score":0.9079999923706055},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8240000009536743},{"id":"https://openalex.org/keywords/service-quality-evaluation","display_name":"service quality evaluation","score":0.7680000066757202},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.6759999990463257}],"concepts":[{"id":"https://openalex.org/C120107772","wikidata":"https://www.wikidata.org/wiki/Q168554","display_name":"Discriminant validity","level":4,"score":0.8103076219558716},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6857051253318787},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6527804732322693},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.630635142326355},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6213327050209045},{"id":"https://openalex.org/C78397625","wikidata":"https://www.wikidata.org/wiki/Q192487","display_name":"Discriminant","level":2,"score":0.5756227374076843},{"id":"https://openalex.org/C69738355","wikidata":"https://www.wikidata.org/wiki/Q1228929","display_name":"Linear discriminant analysis","level":2,"score":0.5690953135490417},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5617825984954834},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4292127788066864},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.41031938791275024},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.19392946362495422},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.146814227104187},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.12386226654052734},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.07727298140525818},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0728285014629364},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C3018868096","wikidata":"https://www.wikidata.org/wiki/Q2693233","display_name":"Internal consistency","level":3,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1300/j090v08n02_05","doi":"https://doi.org/10.1300/j090v08n02_05","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j090v08n02_05","pdf_url":null,"source":{"id":"https://openalex.org/S97781730","display_name":"Journal of Professional Services Marketing","issn_l":"0748-4623","issn":["0748-4623","2169-8007"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Professional Services Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":10,"referenced_works":["https://openalex.org/W1846223488","https://openalex.org/W1975731671","https://openalex.org/W1987595265","https://openalex.org/W2010427130","https://openalex.org/W2018872114","https://openalex.org/W2026368098","https://openalex.org/W2027526741","https://openalex.org/W2028184439","https://openalex.org/W2090014697","https://openalex.org/W2327975117"],"related_works":["https://openalex.org/W2027362948","https://openalex.org/W2316110746","https://openalex.org/W1973981951","https://openalex.org/W7220795611","https://openalex.org/W241204691","https://openalex.org/W2344034517","https://openalex.org/W1502913456","https://openalex.org/W4211010551","https://openalex.org/W2025732303","https://openalex.org/W1982315353"],"abstract_inverted_index":{"The":[0,49],"purpose":[1],"of":[2,18,82,85],"this":[3],"study":[4],"is":[5,35],"to":[6,12,42,76,94],"examine":[7],"questions":[8],"concerning":[9],"the":[10,14,55,70,95],"degree":[11],"which":[13],"consumer":[15],"expectations":[16,44,58],"component":[17],"perceived":[19],"service":[20,56,72,86],"quality":[21,57,73],"measurement":[22,74],"frameworks":[23],"(Parasuraman,":[24],"Zeithaml,":[25],"and":[26,30],"Berry,":[27],"1988;":[28],"Brown":[29],"Swartz,":[31],"1989;":[32],"Carman,":[33],"1990)":[34],"characterized":[36],"by":[37],"discriminant":[38,63,96],"validity":[39,64,97],"with":[40],"respect":[41],"other":[43],"concepts":[45],"used":[46],"in":[47,67],"marketing.":[48],"findings":[50],"provide":[51],"preliminary":[52],"evidence":[53],"that":[54],"concept":[59],"may":[60],"have":[61],"serious":[62],"shortcomings":[65],"which.":[66],"turn,":[68],"cause":[69],"\"perceptions-minus-expectations\"":[71],"framework":[75],"be":[77],"a":[78],"potentially":[79],"misleading":[80],"indicator":[81],"customer":[83],"perceptions":[84],"quality.":[87],"Based":[88],"upon":[89],"these":[90],"findings,":[91],"potential":[92],"solutions":[93],"problems":[98],"are":[99],"explored.":[100]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":7},{"year":2021,"cited_by_count":7},{"year":2020,"cited_by_count":9},{"year":2019,"cited_by_count":6},{"year":2018,"cited_by_count":7},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":8},{"year":2015,"cited_by_count":8},{"year":2014,"cited_by_count":11},{"year":2013,"cited_by_count":8},{"year":2012,"cited_by_count":8}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}