Michael K. Brady

TL;DR: In this paper, the authors report an empirical assessment of a model of service encounters that simultaneously considers the direct effects of quality, satisfaction, and value on consumers' behavioral intentions, and further suggest that indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.

TL;DR: In this article, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality.

TL;DR: In this article, a content analysis of articles published in seven leading marketing journals from 1996 to 2012, the authors demonstrate that three tests, constrained phi (Joreskog 1971), AVE-SV (Fornell and Larcker 1981), and overlapping confidence interval (Anderson and Gerbing 1988), are by far most common.

TL;DR: In this article, the authors examined the ability of the performance-only measurement approach to capture the variance in consumers' overall perceptions of service quality across three studies and concluded that the results from these two studies lent strong support again for the superiority of the Performance-Only approach to the measurement of Service Quality.

TL;DR: In this article, the authors investigated the effect of being customer oriented on service performance perceptions and outcome behaviors, focusing on identifying the influence that being perceived as customer oriented can have on performance perception and behavior.