An Empirical Assessment of the Zeithaml, Berry and Parasuraman Service Expectations Model
Service Industries Journal
The study empirically evaluated the Zeithaml et al. model of service expectations. Data on service reliability was gathered from 267 auto repair service personnel who bought auto parts from manufacturer dealerships and independent suppliers. The model was partially successful in explaining customer perceptions of service quality and satisfaction. A significant finding was that buyers appear to tolerate a range of service performance and the size of this range is linked to service quality perceptions.
Javalgi, Rajshekhar G.; Dion, Paul A.; and Dilorenzo-Aiss, Janet, "An Empirical Assessment of the Zeithaml, Berry and Parasuraman Service Expectations Model" (1998). Marketing. Paper 4.
Dion, P. A., Javalgi, R., Dilorenzo-Aiss, J. (1998). An Empirical Assessment of the Zeithaml, Berry and Parasuraman Service Expectations Model. Service Industries Journal, 18(4), 66-86.