Expectations About Management Consultancy Services: Testing the Assumption of Equivalence Across Australian and Singaporean Firms

REFERENCES

• Armstrong , J. S. and Overton , T. S. 1977 . Estimating non response bias in mail surveys. . Journal of Marketing Research , XIV ( August ) : 396 – 402 .
   Web of Science ®Google Scholar
• Babakus , E. and Mangold , G. 1989 . “ AMA Educators Proceedings ” . In Adapting the SERVQUAL scale to the health care environment: An empirical assessment Edited by: Bloom , P . Chicago, IL : American Marketing Association .
   Google Scholar
• Bond , M. H. 1988 . Finding universal dimensions of individual variation in multicultural Studies of values: The Rokeach and Chinese value surveys. . Journal of Personality and Social Psychology , 55 : 6 – 1015 . 1009
   Google Scholar
• Brown , T. J. , Churchill , G. A. Jr. and Peter , J. P. 1993 . Improving the Measurement of Service Quality . Journal of Retailing , 69 : 1 – 139 . (Spring), 127
   Google Scholar
• Churchill , G. A. Jr. 1979 . A Paradigm for Developing Better Measures of Marketing Constructs . Journal of Marketing Research , 16 ( February ) : 63 – 73 .
   Google Scholar
• Cronin , J. J. and Taylor , S. A. 1992 . Measuring Service Quality: A Re-examination and Extension . Journal of Marketing , 56 ( July ) : 55 – 68 .
   Web of Science ®Google Scholar
• Cronin , J. J. and Taylor , S. A. 1994 . SERVPERF versus SERVQUAL: Reconciling Performance based and Perception based-Minus-Expectation Measurements of Service Quality . Journal of Marketing , 58 ( January ) : 125 – 131 .
   Web of Science ®Google Scholar
• Drasgow , F. and Kanfer , R. 1985 . Equivalence of psychological measurement in heterogeneous populations . Journal of Applied Psychology , 70 : 4 – 680 . 662
   Google Scholar
• Anne , Fisher . 1989 . The Ever-Bigger Boom in Consulting . Fortune , 119 ( April ) : 59 – 68 .
   Google Scholar
• Grönroos , C. 1984 . A Service Quality Model and its Market Implications . European Journal of Marketing , 18 : 4 – 44 . 36
   Google Scholar
• Hite , R. and Fraser , C. 1988 . Meta-Analysis of Attitudes Toward Advertising by Professional . Journal of Marketing , 52 ( July ) : 95 – 105 .
   Web of Science ®Google Scholar
• Jöreskog , K. G. and Sörbom , D. 1989 . LISREL 7: A guide to the program and applications, , 2nd edn. Chicago : IL, SPSS Inc. .
   Google Scholar
• Lehtinen , U. and Lehtinen , J. R. 1982 . Service quality—A study of dimensions 439 – 460 . Helsinki : Service Management Institute . Unpublished working paper
   Google Scholar
• Lewis , R. C. and Booms , B. H. 1983 . “ The Marketing Aspects of Service Quality ” . In Emerging perspectives in service marketing Edited by: Berry , L. L. , Shostasck , G. and Upah , G. 99 – 107 . Chicago : American Marketing Association .
   Google Scholar
• Parasuraman , A. , Zeithaml , V and A , Berry L.L. 1985 . A Conceptual Model of Service Quality and its Implication for Future Research . Journal of Marketing , 49 ( April ) : 41 – 50 .
   Google Scholar
• Parasuraman , A. , Zeithaml , V and A , Berry L.L. 1988 . SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality . Journal of Retailing , 64 : 1 – 40 . (Spring), 12
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L . 1991 . Refinement and Reassessment of the SERVQUAL Scale . Journal of Retailing , 67 : 4 – 450 . 420
   Google Scholar
• Parasuraman , A. , Zeithaml , V. A and Berry , L. L. 1994 . Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research . Journal of Marketing , 58 ( January ) : 111 – 124 .
   Web of Science ®Google Scholar
• Sekaran , U. 1992 . Research Methods for Business: A Skilled Building Approach, , 2nd edn Toronto : John Wiley & Sons, Inc. .
   Google Scholar
• Shareholder . 1995 . 8th edn Sydney : Stafford McWilliams . The Handbook of Australian Public Companies
   Google Scholar
• Teas , R. K. 1993 . Expectations, Performance Evaluation and Consumers' Perception of Quality . Journal of Marketing , 51 ( October ) : 18 – 34 .
   Google Scholar
• Zeithaml , V. A. , Berry , L. L. and Parasuraman , A. 1991 . An Empirical Examination of Relationships in an Extended Service Quality Model, Marketing Science Institute, Working paper No. 90–122 Cambridge : MA .
   Google Scholar