Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
回应了Cronin和Taylor（1992）及Teas（1993）对SERVQUAL工具及其感知减期望测量方法的质疑，论证这些质疑的有效性和严重性存疑，并提出了未来研究方向。
The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize service quality. After demonstrating that the validity and alleged severity of many of those concerns are questionable, they offer a set of research directions for addressing unresolved issues and adding to the understanding of service quality assessment.