Perceived Performance in Satisfaction Research

Abstract

A great deal of satisfaction research has included the concept of perceived performance, yet a number of questions about this construct remain. While some argue that measures of perceived performance are confounded with other constructs. Others claim that it is all that managers may need to measure. We examine the conceptual definition of perceived performance, and review various measures of it. Finally, we test two alternative measures of perceived performance and find that measures that have a strong "evaluative" component are essentially measures of attribute satisfaction. Implications for satisfaction research and practice are discussed.