Skip to main content
SpringerLink
Log in

Introducing Deserved Service and Equity into Service Quality Models

  • Chapter
Book cover Dienstleistungsmarketing

Part of the book series: Fokus Dienstleistungsmarketing ((FDM))

Abstract

Deserved service and equity, two concepts which have been ignored within service quality research, are tested at an episode level of service quality. The results show that satisfaction with a service episode is best explained by episode performance, direct disconfirmation and deserved service. Although equity is correlated with satisfaction, it cannot predict satisfaction as well as deserved service does.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 69.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 74.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  • Adams, J. Stacy (1963): Toward an Understanding of Inequity, Journal of Abnormal and Social Psychology, 61 (November), 422–436.

    Google Scholar 

  • Bergström, Catherine; Mäenpää, Viveka; Tammelin; Tanya; Wennström, Janica (1991): The Service Encounter — kritiska händelser i Svenska handelshögskolans biblioteks-tjänster. Project work for the course Service Management (mentor Christian Grönroos), Swedish School of Economics and Business Administration, Helsinki 1991.

    Google Scholar 

  • Churchill Gilbert a. Jr.; Surprenant, Carol (1982): An Investigation Into the Determinants of Customer Satisfaction, Journal of Marketing Research, Vol. 19 (November), 491–504.

    Article  Google Scholar 

  • Cronin, Joseph J.; Taylor, Steven A. (1992): “Measuring Service Quality: A Reexamination and Extension”, Journal of Marketing, Vol. 56 (July), 55–68.

    Article  Google Scholar 

  • Evans, Richard H. (1983): Diagnosing Customer Satisfaction/Dissatisfaction and Behavioral Intention: Expectancy Value Theory Versus Equity Theory, in Ralph L. Day & H. Keith Hunt (eds.) International Fare In Consumer Satisfaction and Complaining Behavior, Bloomington, IN: Indiana University, 64–68.

    Google Scholar 

  • Fisk, Raymond P.; Coney, Kenneth A. (1982): Postchoice Evaluation: an Equity Theory Analysis of Consumer Satisfaction/Dissatisfaction With Service Choices, in H. Keith Hunt and Ralph L. Day (eds.): Conceptual and Empirical Contributions To Consumer Satisfaction and Complaining Behavior, Bloomington, IN: Indiana University, 9–16.

    Google Scholar 

  • Gilly, Mary C. (1980): Complaining Consumers and the Concept of Expectations, in H. Keith Hunt and Ralph L. Day (eds.): Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, Bloomington IN: Indiana University, 44–49.

    Google Scholar 

  • Gilly, Mary C.; Cron, William M.; Barry, Thomas E. (1983): The Expectations-Performance Comparison Process: An Investigation of Expectations Types, in Ralph L. Day and H. Keith Hunt (eds.): International Fare In Consumer Satisfaction and Complaining Behavior, Bloomington IN: Indiana University, 10–16.

    Google Scholar 

  • Grönroos, Christian (1982): Strategic Management and Marketing in the Service Sector. Research Reports No 8. Swedish School of Economics and Business Administration, Helsinki 1982.

    Google Scholar 

  • Huppertz, John W.; Arenson, Sidney J.; Evans, Richard H. (1978): An Application of Equity Theory to Buyer-Seller Exchange Situations, Journal of Marketing Research, Vol. XV (May), 250–260.

    Article  Google Scholar 

  • Huppertz, John W.; SilvermanandMowerAdvertisingInc. (1979): Measuring Components of Equity in the Marketplace: Perceptions of Inputs and Outcomes by Satisfied and Dissatisfied Consumers, in Ralph L. Day and H. Keith Hunt (eds.): New Dimensions of Consumer Satisfaction and Complaining Behavior, Bloomington, Indianapolis: Indiana University, 140–143.

    Google Scholar 

  • Lawler, F. E. (1968): Equity Theory as a Predictor of Productivity and Work Quality, Psychological Bulletin, 70, 596–610.

    Article  Google Scholar 

  • Liljander, Veronica (1994): Modeling Perceived Service Quality Using Different Comparison Standards, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, forthcoming.

    Google Scholar 

  • Liljander, Veronica; Strandvik, Tore (1993a): Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value, International Journal of Service Industry Management, Vol 4, No 2, 6–28.

    Article  Google Scholar 

  • Liljander, Veronica; Strandvik, Tore (1993b): Different Comparison Standards as Determinants of Service Quality, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 6, 118–132.

    Google Scholar 

  • Liljander, Veronica; Strandvik, Tore (1994a): The Nature of Relationship Quality. Paper to be presented at IV Workshop on Service Quality Management, EIASM, 12–13.5.1994, Marne-la-Vallée, Paris, France.

    Google Scholar 

  • Liljander, Veronica; Strandvik, Tore (1994b): The Relation Between Service Quality, Satisfaction and Intentions, in Paul Kunst and Jos Lemmink (eds.): Quality Management in Services II, forthcoming.

    Google Scholar 

  • Miller, John A. (1977): Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements, in Keith Hunt (ed.), Conceptualization and measurement of consumer satisfaction and dissatisfaction, Report NO. 77–103 (May), Cambridge, Massachusetts: Marketing Science Institute, 72–91.

    Google Scholar 

  • Moore, L.; Baron, R. M. (1973): Effects of Wage Inequities on Work Attitudes and Performance, Journal of Experimental Social Psychology, 9, 1–16.

    Article  Google Scholar 

  • Mowen, John C.; Grove, Stephen J. (1983): Search Behavior, Price Paid, and The ‘Comparison Other’, in Ralph L. Day & H. Keith Hunt (eds.) International Fare In Consumer Satisfaction and Complaining Behavior, Bloomington, IN: Indiana University, 57–63.

    Google Scholar 

  • Oliver, Richard L.; Swan, John E. (1989a): Consumer Perceptions of Interpersonal Equity and Satisfaction in Transaction: A Field Survey Approach, Journal of Marketing, Vol. 53 (April), 21–35.

    Article  Google Scholar 

  • Oliver, Richard L.; Swan, John E. Swan (1989b): Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction, Journal of Consumer Research, Vol. 16 (December), 372–383.

    Article  Google Scholar 

  • Parasuraman, A.; Zeithaml, Vaiane A.; Berry, Leonard L. (1988): SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64, 1 (Spring), 12–40.

    Google Scholar 

  • Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. (1994): Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research, Journal of Marketing, Vol. 58 (January), 111–124.

    Article  Google Scholar 

  • Strandvik, Tore; Liljander, Veronica (1994): A Comparison of Episode Performance and Relationship Performance for a Discrete Service, paper presented at the Third Workshop on Services Marketing, 24–25.2.1994, Berlin, Germany.

    Google Scholar 

  • Swan, John E.; Mercer, Alice A. (1983): Consumer Satisfaction As a Function of Equity and Disconfirmation, in Ralph L. Day & H. Keith Hunt (eds.): International Fare In Consumer Satisfaction and Complaining Behavior, Bloomington, IN: Indiana University, 2–8.

    Google Scholar 

  • Swan, John E.; Oliver, Richard L. (1985a): The Factor Structure of Equity and Dis-confirmation Measures Within the Satisfaction Process, in H. Keith Hunt and Ralph L. Day (eds.): Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Bloomington, IN: Indiana University, 2–9.

    Google Scholar 

  • Swan, John E.; Oliver, Richard L. (1985b): Automobile Buyer Satisfaction with the Salesperson Related to Equity and Disconfirmation, in H. Keith Hunt and Ralph L. Day (eds.): Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Bloomington, IN: Indiana University, 10–16.

    Google Scholar 

  • Tse, David K.; Wilton, Peter C. (1988): Models of Consumer Satisfaction Formation, An Extension, Journal of Marketing Research, Vol. 25 (May), 204–12.

    Article  Google Scholar 

  • Zeithaml, Valarie; Berry, Leonard L.; Parasuraman, A. (1993): The Nature and Determinants of Customer Expectations of Service, Journal of the Academy of Marketing Science, Vol. 21, No 1 (Winter), 1–11.

    Article  Google Scholar 

  • Woodruff, Robert B.; Clemons, D. Scott; Schumann, David W.; Gardial, Sarah F.; Burns, Mary Jane (1991): “The Standards Issue in SC/D Research: A Historical Perspective”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 4, 103–109.

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Swedish School of Economics and Business Administration Helsinki, Arkadiagatan 22, 00100, Helsinki, Finland

    Veronica Liljander

Authors
  1. Veronica Liljander
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Michael Kleinaltenkamp

Rights and permissions

Reprints and permissions

Copyright information

© 1995 Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden

About this chapter

Cite this chapter

Liljander, V. (1995). Introducing Deserved Service and Equity into Service Quality Models. In: Kleinaltenkamp, M. (eds) Dienstleistungsmarketing. Fokus Dienstleistungsmarketing. Deutscher Universitätsverlag. https://doi.org/10.1007/978-3-322-81375-6_6

Download citation

  • DOI: https://doi.org/10.1007/978-3-322-81375-6_6

  • Publisher Name: Deutscher Universitätsverlag

  • Print ISBN: 978-3-8244-6118-9

  • Online ISBN: 978-3-322-81375-6

  • eBook Packages: Springer Book Archive

Publish with us

Policies and ethics

Search

Navigation