Table 9 The influence of the expected and delivered service quality on perceived service quality for two types of customers when ΔQ is first negative and then positive.

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

0.546

13.761***

 

0.322

17.801***

 

0.213

18.594***

 

Experienced customers

0.563

6.318***

 

0.424

9.644***

 

0.384

6.185***

 

Delivered service quality

Inexperienced customers

0.911

2.561*

0.599

−1.010

2.441*

−0.319

0.960

2.363*

0.222

Experienced customers

0.697

2.952***

0.808

−0.679

2.827***

−0.624

0.794

2.719*

0.484

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