Difference Scores versus Direct Effects in Service Quality Measurement
By Thomas J. Page, Richard A. Spreng. 2002
100 citations recorded by the source corpus.
Subfields: Food Science, Organizational Behavior and Human Resource Management, Tourism, Leisure and Hospitality Management
View Paper: https://www.semanticscholar.org/paper/4026a35a32223f85b313b239917df89ad1e8d9de
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In Food Science
In Organizational Behavior and Human Resource Management
In Tourism, Leisure and Hospitality Management
Citations in the corpus
- Destination service quality, affective image and revisit intention: the moderating role of past experience. (2015, background): “In this context, Page and Spreng (2002) argue that performance is a much stronger indicator of service quality than expectations.”
- Service quality and customer satisfaction in academic libraries: Perspectives from a Malaysian university (2010, background): “It has been argued that a performance-only measure ( Page and Spreng, 2002”
- A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking (2004, background): “of satisfaction concern the intangible nature of the service and correspond to Parasuraman et al.’s (1988) reliability, empathy, assurance, and responsiveness dimensions.”