The purpose of this study was to extend the examination of alternative conceptual models of perceived quality. The specific models examined were performance-based models and the Zone-of-Tolerance model. First, the authors specify the alternative models along with broadening the theoretical conceptualization of the Zone-of-Tolerance model and its diagnostic value under several theoretically possible scenarios. Second, empirical models comparison tests are conducted. The empirical tests indicate considerable support for the parsimonious performance-based models of perceived quality in predicting perceived value and purchase intentions. However, evidence was found that the performance standards components of the Zone-of-Tolerance model may increase the explanatory power of performance-based models in the prediction of consumer satisfaction.
Anderson, Norman H. (1982), Methods of Information Integration Theory. New York: Academic Press .
3.
Brady, Michael K. and J. Joseph Cronin Jr. (2001), “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach,” Journal of Marketing, 65 (July), 34-49 .
4.
Calder, Bobby J., Lynn W. Phillips, and Alice W. Tybout (1982), “The Concept of External Validity,” Journal of Consumer Research, 9, 40-44 .
5.
Churchill, Gilbert A. and Dawn Iacobucci (2002), Marketing Research Methodological Foundations. New York: Harcourt .
6.
Cohen, Jacob and Patricia Cohen (1983), Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences. Hillsdale, NJ: Lawrence Erlbaum .
7.
Cronin, J. Joseph, Jr. and Steven A. Taylor (1992), “Measuring Service Quality: A Re-Examination and Extension,” Journal of Marketing, 56 (July), 55-68 .
8.
Crosby, Lawrence A. and Nancy Stephens (1987), “Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry,” Journal of Marketing Research, 24 (November), 404-411 .
9.
Dodds, William B., Kent B. Monroe and Dhruv Grewal (1991), “The Effects of Price, Brand, and Store Information on Buyers’Product Evaluations,” Journal of Marketing Research, 28 (August), 307-319 .
10.
Green, Paul E., Abba M. Krieger, and Pradeep Bansol (1988), “Completely Unacceptable Levels in Conjoint Analysis: A Cautionary Note,” Journal of Marketing Research, 25 (August), 293-300 .
11.
Grewal, Dhruv, Kent B. Monroe and R. Krishnan (1998), “The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions,” Journal of Marketing, 62 (April), 46-59 .
12.
Iacobucci, Dawn, Kent A. Grayson and Amy L. Ostrom (1994), “The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration,” Advances in Services Marketing Management, 3, 1-67 .
13.
Oliver, Richard L.Roland T. Rust and Sajeev Varki (1997), “Customer Delight: Foundations, Finding, and Managerial Insight,” Journal of Retailing, 73 (Fall), 311-336 .
14.
Parasuraman, A., Valarie A. Zeithaml and Leonard L. Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall), 41-50 .
15.
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry and Parasuraman, A., (1994), “Alternative Scales for Measuring Service Quality: A Comparative Assessment Based upon Psychometric and Diagnostic Criteria,” Journal of Retailing, 70 (Fall), 201-230 .
16.
Rust, Roland T., Richard L. Oliver (2000), “Should We Delight the Customer?” Journal of the Academy of Marketing Science, 28 (1), 86-94 .
17.
Srinivasan, V. (1988). “A Conjunctive-Compensatory Approach to the Self-Explication of Multiattributed Preferences,” Decision Sciences19 (Spring), 295-305 .
18.
Teas, R. Kenneth (1993), “Expectations, Performance Evaluation, and Consumers’Perceptions of Quality,” Journal of Marketing, 57 (October), 18-34 .
19.
Teas, R. Kenneth (1994), “Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment,” Journal of Marketing, 58 (January), 132-139 .
20.
Voss, Glenn B., A. Parasuraman, and Dhruv Grewal (1998), “The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges,” Journal of Marketing, 62 (October), 46-61 .
21.
Zeithaml, Valarie A. (2000), “Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn,” Journal of the Academy of Marketing Science, 28 (1), 67-85 .
22.
Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1993), “The Nature and Determinants of Customer Expectations of Service,” Journal of the Academy of Marketing Science, 21 (Winter), 1-12 .
23.
Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1996), “The Behavioral Consequences of Service Quality,” Journal of Marketing, 60 (April), 31-46 .
