Table 8 The influence of the expected and delivered service quality on perceived service quality for two types of customers when ΔQ is first positive and then negative.

From: Smooth or sticky? An analysis of service variability

  

Phase A

Phase B

Phase C

Coefficient

t-value

Ratio

Coefficient

t-value

Ratio

Coefficient

t-value

Ratio

Expectation

Inexperienced customers

0.402

9.631***

 

0.213

18.569***

 

−0.169

13.760***

 

Experienced customers

0.563

6.300***

 

0.382

6.144***

 

−0.245

9.217***

 

Delivered service quality

Inexperienced customers

0.794

2.561*

0.506

0.906

7.985*

0.235

0.910

7.282*

−0.187

Experienced customers

0.778

3.374*

0.724

0.677

2.854***

0.564

0.787

4.353*

−0.311

  1. Note: ***p < 0.001 and *p < 0.05
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