Previous research has analysed service quality mainly with single- and two-predictor models. The single-predictor models indicate the disconfirmation-only model and the performance-only model, whereas the two-predictor models employ a pair of predictors in the set of three predictors (expectation, performance, and disconfirmation). This paper proposes a general three-predictor model nesting the alternative single- and two-predictor models and then shows linkages between the alternative models. However, previous research has used and interpreted the alternative models without considering the linkages between the alternative models. This paper shows that this interpretation may lead researchers to incorrect conclusions on a consumer’s evaluation of service quality because different statistical implications may result from the linkages. Accordingly, this paper ends with the recommendation that one should measure service quality with the two-predictor models and interpret the effects of predictors based on the linkages between the theoretical three-predictor model and the two-predictor models.

以前的研究主要使用单预测模型和双预测模型来分析服务质量。单预测器模型表示仅不确定模型和仅性能模型，而双预测器模型在三个预测器（期望、性能和不确定）的集合中使用一对预测器。本文提出了一个通用的三预测模型，嵌套了替代的单预测模型和二预测模型，然后显示了替代模型之间的联系。然而，先前的研究已经使用和解释了替代模型，而没有考虑替代模型之间的联系。本文表明，这种解释可能会导致研究人员对消费者对服务质量的评估得出错误的结论，因为这种联系可能会产生不同的统计含义。因此，