A Multistage Model of Customers' Assessments of Service Quality and Value
This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value.The model is applied to residential customers' assessments of local telephone service.The model is estimated with a two-stage leas...
Gespeichert in:
| Veröffentlicht in: | The Journal of consumer research 1991-03, Vol.17 (4), p.375-384 |
|---|---|
| Hauptverfasser: | , |
| Format: | Artikel |
| Sprache: | eng |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Tags: |
Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
|
| container_end_page | 384 |
|---|---|
| container_issue | 4 |
| container_start_page | 375 |
| container_title | The Journal of consumer research |
| container_volume | 17 |
| creator | Bolton, Ruth N. Drew, James H. |
| description | This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value.The model is applied to residential customers' assessments of local telephone service.The model is estimated with a two-stage least squares procedure through survey data. Results indicate that residential customers' assessments of quality and value are primarily a function of disconfirmation arising from discrepancies between anticipatedand perceived performance levels. However, perceived performance levelsalso were found to have an important direct effect on quality and value assessments. |
| doi_str_mv | 10.1086/208564 |
| format | Article |
| fullrecord | <record><control><sourceid>jstor_proqu</sourceid><recordid>TN_cdi_proquest_journals_215041143</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><jstor_id>2626833</jstor_id><sourcerecordid>2626833</sourcerecordid><originalsourceid>FETCH-LOGICAL-c201t-8f852401f15ef64674446183f2120d21a7831541f54731f451040cf8157530603</originalsourceid><addsrcrecordid>eNo90EtLw0AQB_BFFKxVP4GHxYOeojP79lhK1UKLiI9rWNJdSUmburMR-u1NiXiaw_yYx5-xS4Q7BGfuBTht1BEboZa20MLaYzYCeJCFloCn7IxoDQAIiCM2n_Bl1-Sasv8KfNmuQsPbyKcd5XYTEt3yCVEg2oRtpkPnLaSfugr8tfNNnffcb1f80zddOGcn0TcULv7qmH08zt6nz8Xi5Wk-nSyKSgDmwkWnhQKMqEM0ylillEEno0ABK4HeOolaYdTKSoxKIyiookNt-_MNyDG7HubuUvvdBcrluu3Stl9ZCtSgEJXs0c2AqtQSpRDLXao3Pu1LhPKQUjmk1MOrAa77h9O_EkYYJ6X8BdQdXmU</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype><pqid>215041143</pqid></control><display><type>article</type><title>A Multistage Model of Customers' Assessments of Service Quality and Value</title><source>Oxford Journals A-Z Collection</source><source>Business Source Complete</source><source>JSTOR</source><creator>Bolton, Ruth N. ; Drew, James H.</creator><creatorcontrib>Bolton, Ruth N. ; Drew, James H.</creatorcontrib><description>This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value.The model is applied to residential customers' assessments of local telephone service.The model is estimated with a two-stage least squares procedure through survey data. Results indicate that residential customers' assessments of quality and value are primarily a function of disconfirmation arising from discrepancies between anticipatedand perceived performance levels. However, perceived performance levelsalso were found to have an important direct effect on quality and value assessments.</description><identifier>ISSN: 0093-5301</identifier><identifier>EISSN: 1537-5277</identifier><identifier>DOI: 10.1086/208564</identifier><identifier>CODEN: JCSRBJ</identifier><language>eng</language><publisher>Oxford: University of Chicago Press</publisher><subject>Assessed values ; Billing ; Consumer behavior ; Consumer research ; Customer satisfaction ; Customer services ; Expectations ; Marketing ; Perception tests ; Product performance ; Quality of service ; Statistical analysis ; Student evaluation of teacher performance ; Studies ; Telephone service ; Telephone services ; Telephones</subject><ispartof>The Journal of consumer research, 1991-03, Vol.17 (4), p.375-384</ispartof><rights>Copyright 1991 Journal of Consumer Research, Inc.</rights><rights>Copyright University of Chicago, acting through its Press Mar 1991</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c201t-8f852401f15ef64674446183f2120d21a7831541f54731f451040cf8157530603</citedby></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://www.jstor.org/stable/pdf/2626833$$EPDF$$P50$$Gjstor$$H</linktopdf><linktohtml>$$Uhttps://www.jstor.org/stable/2626833$$EHTML$$P50$$Gjstor$$H</linktohtml><link.rule.ids>314,776,780,799,27901,27902,57992,58225</link.rule.ids></links><search><creatorcontrib>Bolton, Ruth N.</creatorcontrib><creatorcontrib>Drew, James H.</creatorcontrib><title>A Multistage Model of Customers' Assessments of Service Quality and Value</title><title>The Journal of consumer research</title><description>This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value.The model is applied to residential customers' assessments of local telephone service.The model is estimated with a two-stage least squares procedure through survey data. Results indicate that residential customers' assessments of quality and value are primarily a function of disconfirmation arising from discrepancies between anticipatedand perceived performance levels. However, perceived performance levelsalso were found to have an important direct effect on quality and value assessments.</description><subject>Assessed values</subject><subject>Billing</subject><subject>Consumer behavior</subject><subject>Consumer research</subject><subject>Customer satisfaction</subject><subject>Customer services</subject><subject>Expectations</subject><subject>Marketing</subject><subject>Perception tests</subject><subject>Product performance</subject><subject>Quality of service</subject><subject>Statistical analysis</subject><subject>Student evaluation of teacher performance</subject><subject>Studies</subject><subject>Telephone service</subject><subject>Telephone services</subject><subject>Telephones</subject><issn>0093-5301</issn><issn>1537-5277</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>1991</creationdate><recordtype>article</recordtype><recordid>eNo90EtLw0AQB_BFFKxVP4GHxYOeojP79lhK1UKLiI9rWNJdSUmburMR-u1NiXiaw_yYx5-xS4Q7BGfuBTht1BEboZa20MLaYzYCeJCFloCn7IxoDQAIiCM2n_Bl1-Sasv8KfNmuQsPbyKcd5XYTEt3yCVEg2oRtpkPnLaSfugr8tfNNnffcb1f80zddOGcn0TcULv7qmH08zt6nz8Xi5Wk-nSyKSgDmwkWnhQKMqEM0ylillEEno0ABK4HeOolaYdTKSoxKIyiookNt-_MNyDG7HubuUvvdBcrluu3Stl9ZCtSgEJXs0c2AqtQSpRDLXao3Pu1LhPKQUjmk1MOrAa77h9O_EkYYJ6X8BdQdXmU</recordid><startdate>19910301</startdate><enddate>19910301</enddate><creator>Bolton, Ruth N.</creator><creator>Drew, James H.</creator><general>University of Chicago Press</general><general>Oxford University Press</general><scope>AAYXX</scope><scope>CITATION</scope></search><sort><creationdate>19910301</creationdate><title>A Multistage Model of Customers' Assessments of Service Quality and Value</title><author>Bolton, Ruth N. ; Drew, James H.</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c201t-8f852401f15ef64674446183f2120d21a7831541f54731f451040cf8157530603</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>1991</creationdate><topic>Assessed values</topic><topic>Billing</topic><topic>Consumer behavior</topic><topic>Consumer research</topic><topic>Customer satisfaction</topic><topic>Customer services</topic><topic>Expectations</topic><topic>Marketing</topic><topic>Perception tests</topic><topic>Product performance</topic><topic>Quality of service</topic><topic>Statistical analysis</topic><topic>Student evaluation of teacher performance</topic><topic>Studies</topic><topic>Telephone service</topic><topic>Telephone services</topic><topic>Telephones</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Bolton, Ruth N.</creatorcontrib><creatorcontrib>Drew, James H.</creatorcontrib><collection>CrossRef</collection><jtitle>The Journal of consumer research</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Bolton, Ruth N.</au><au>Drew, James H.</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>A Multistage Model of Customers' Assessments of Service Quality and Value</atitle><jtitle>The Journal of consumer research</jtitle><date>1991-03-01</date><risdate>1991</risdate><volume>17</volume><issue>4</issue><spage>375</spage><epage>384</epage><pages>375-384</pages><issn>0093-5301</issn><eissn>1537-5277</eissn><coden>JCSRBJ</coden><abstract>This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value.The model is applied to residential customers' assessments of local telephone service.The model is estimated with a two-stage least squares procedure through survey data. Results indicate that residential customers' assessments of quality and value are primarily a function of disconfirmation arising from discrepancies between anticipatedand perceived performance levels. However, perceived performance levelsalso were found to have an important direct effect on quality and value assessments.</abstract><cop>Oxford</cop><pub>University of Chicago Press</pub><doi>10.1086/208564</doi><tpages>10</tpages></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 0093-5301 |
| ispartof | The Journal of consumer research, 1991-03, Vol.17 (4), p.375-384 |
| issn | 0093-5301 1537-5277 |
| language | eng |
| recordid | cdi_proquest_journals_215041143 |
| source | Oxford Journals A-Z Collection; Business Source Complete; JSTOR |
| subjects | Assessed values Billing Consumer behavior Consumer research Customer satisfaction Customer services Expectations Marketing Perception tests Product performance Quality of service Statistical analysis Student evaluation of teacher performance Studies Telephone service Telephone services Telephones |
| title | A Multistage Model of Customers' Assessments of Service Quality and Value |
| url | https://sfx.bib-bvb.de/sfx_tum?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-01-29T06%3A47%3A47IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-jstor_proqu&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&rft.genre=article&rft.atitle=A%20Multistage%20Model%20of%20Customers'%20Assessments%20of%20Service%20Quality%20and%20Value&rft.jtitle=The%20Journal%20of%20consumer%20research&rft.au=Bolton,%20Ruth%20N.&rft.date=1991-03-01&rft.volume=17&rft.issue=4&rft.spage=375&rft.epage=384&rft.pages=375-384&rft.issn=0093-5301&rft.eissn=1537-5277&rft.coden=JCSRBJ&rft_id=info:doi/10.1086/208564&rft_dat=%3Cjstor_proqu%3E2626833%3C/jstor_proqu%3E%3Curl%3E%3C/url%3E&disable_directlink=true&sfx.directlink=off&sfx.report_link=0&rft_id=info:oai/&rft_pqid=215041143&rft_id=info:pmid/&rft_jstor_id=2626833&rfr_iscdi=true |