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

Abstract

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.

Citation

Clow, K.E. and Vorhies, D.W. (1993), "Building a competitive advantage for service firms: measurement of consumer expectations of service quality", Journal of Services Marketing, Vol. 7 No. 1, pp. 22-32. https://doi.org/10.1108/08876049310026079