If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. Th...

The behavioral consequences of service quality

Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link betwe...

Customer satisfaction, market share, and profitability: Findings from Sweden.

Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered b...

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E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality

Through qualitative and empirical research, 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. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.

https://www.jstor.org/stable/pdf/3203465.pdf

Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach:

The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review s...

Measuring service quality: a reexamination and extension

The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1994) about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality. Th...

/pdf/servperf-versus-servqual-reconciling-performance-based-and-3w93ia1szy.pdf

Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality:

SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations

An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions

This study involved a nation‐wide sample of industrial customers of heavy equipment manufacturers. The results suggest that brand equity and trust are consistently the most important antecedents to both behavioral and attitudinal forms of customer loyalty. There is also evidence that the models underlying the formation of behavioral versus attitudinal forms of customer loyalty may vary across research settings. The results suggest that industrial equipment marketers may consider moving beyond a focus on satisfaction in relationship marketing strategies toward integrated strategies that foster brand equity and trust in their customer base as well.

Steven A. Taylor

Papers

Measuring service quality: a reexamination and extension

Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality:

SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations

An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions

The importance of brand equity to customer loyalty