Building a competitive advantage for service firms: measurement of consumer expectations of service quality

Reports on research into measurement of consumer expectations. Examines the stability of consumer expectations and considers whether the measurement of expectations should occur before or after the service encounter. Discusses the measurement issue as a way of building competitive advantage by meeting consumer expectations of the service.

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Year of publication:	1993
Authors:	Clow, Kenneth E. ; Vorhies, Douglas W.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 7.1993, 1, p. 22-32
Publisher:	MCB UP Ltd
Subject:	Consumer attitudes \| Consumer behaviour \| Service quality

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049310026079 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905490