Tilburg University. Published in: Marketing for the new Europe. Publication date: Link to publication

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1 Tilburg University An integrative framework of perceived service quality and its relations to satisfaction/dissatisfaction, attitude and repurchase intention Koelemeijer, K.; Roest, Henk; Verhallen, T.M.M. Published in: Marketing for the new Europe Publication date: 1993 Link to publication Citation for published version (APA): Koelemeijer, K., Roest, H. C. A., & Verhallen, T. M. M. (1993). An integrative framework of perceived service quality and its relations to satisfaction/dissatisfaction, attitude and repurchase intention: A multilevel approach. In J. Chias, & J. Sureda (Eds.), Marketing for the new Europe: Dealing with complexity (Proceedings of the 22nd Annual Conference of the European Marketing Agency, Barcelona, Spain, May 25-28, 1993) (pp ). Barcelona: ESADE. General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. - Users may download and print one copy of any publication from the public portal for the purpose of private study or research - You may not further distribute the material or use it for any profit-making activity or commercial gain - You may freely distribute the URL identifying the publication in the public portal Take down policy If you believe that this document breaches copyright, please contact us providing details, and we will remove access to the work immediately and investigate your claim. Download date: 08. mei. 2018

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4 2. THE CONCEPT OF PERCEIVED SERVICE QUALITY 2.1. Introduction Quality

5 2.2. Servqual benefits The Servqual model and measurement procedure is popular because it departs from both expectations and perception of performance. This distinction has made

6 , EXPECTED SERVICE PSQ GAP 5A: I ' Perceived

7 tions.

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9 expectations hierarchy in which predictions about a particular service transaction are derived from more general norms. Beyond that, Parasuraman et al.'s conceptualization of expectations as standards of comparison in CS/D is only one of a number of previous conceptualizations of expectations within the context of the disconfirmation of expectations paradigm.

10 concerning

11 must be noted that a neutral or positive attitude may change into a negative one because of the experiences with one particular transaction. These so-called critical incidents (Bitner et a!., 1990) which cause extreme satisfaction or dissatisfaction may transform

12 consequences are stated to follow from perceptions of service quality. PSQ is modelled here

13 with regard to performance of a service offered locally. Bolton and Drew prove that satisfaction with

14 Figure micro perceived value: PSQ, PSP

15 The model described here

16 REFERENCES Adams, J.S. (1965), "Inequity in Social Exchange/ in Advances in Experimenta Social Psychology, Vol. 2. L. Berkowitz (ed.), New York: Academic Press, Andreasen, A.R. (1984), "Life Status Changes

17 Satisfaction across Individual and Product Categories," Journal of Economic Psychology. Juran, J.M. (1984), Quality Control Handbook. New York: McGraw-Hill. Lewis, B.C.

18 Rice, R.W., D.A. Gentile, and D.B. McFarlin (1991), "Facet Importance and Job Satisfaction,*