Service performance gap: Re-evaluation and redevelopment

This study aims to re-evaluate and redevelop the concept of the service performance gap, which occurs when a service is not performed according to the standards set by management (Parasuraman, Zeithaml, ann Berry, 1985). The original theoretical framework is based on a conceptualization of service quality offered by Zeithaml, Berry, and Parasuraman (1988), Parasuraman, Berry, and Zeithaml (1990), Parasuraman, Zeithaml, and Berry (1991) and on work by Morgan and Hunt (1994) on thrust-commitment theory of relationship marketing. Additional conceptualizations from the literature on exchange, theory, equity theory, and role theory are used to develop an alternative model based on 10 propositions. (C) 1999 Elsevier Science Inc. All rights reserved.