Service performance gap: Re-evaluation and redevelopment

This study aims to re-evaluate and redevelop the concept of the service per formance 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 q uality offered by Zeithaml, Berry, and Parasuraman (1988), Parasuraman, Ber ry, and Zeithaml (1990), Parasuraman, Zeithaml, and Berry (1991) and on wor k by Morgan and Hunt (1994) on thrust-commitment theory of relationship mar keting. Additional conceptualizations from the literature on exchange, theo ry, equity theory, and role theory are used to develop an alternative model based on 10 propositions. (C) 1999 Elsevier Science Inc. All rights reserv ed.