The effects of survey timing on perceptions of service quality

Martin A. O’Neill (School of Marketing and Tourism, Edith Cowan University, Joondalup Campus, Joondalup, Western Australia)
Adrian J. Palmer (University of Ulster, School of Leisure and Tourism, Faculty of Business and Management, Londonderry, Northern Ireland)
Rosalind Beggs (University of Ulster, School of Leisure and Tourism, Faculty of Business and Management, Londonderry, Northern Ireland)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 April 1998

Abstract

Disconfirmation models of service quality have attracted a lot of discussion about how consumers’ expectations are formed, but relatively little about the nature of their perceptions of service performance. This paper seeks to redress the absence of literature on the psychological underpinnings of perceptions in disconfirmation models of service quality. It argues that an individual’s perceptions may not be stable over time and that suppliers should be particularly interested in consumers’ perceptions at the time that the next repurchase decision is made. A model of the time elapsed effects of service quality perception is presented and research reported on a longitudinal survey of hotel customers’ perceptions.

Keywords

Citation

O’Neill, M., Palmer, A. and Beggs, R. (1998), "The effects of survey timing on perceptions of service quality", Managing Service Quality: An International Journal, Vol. 8 No. 2, pp. 126-132. https://doi.org/10.1108/09604529810206936

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Publisher

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MCB UP Ltd

Copyright © 1998, MCB UP Limited

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