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Steven A. Taylor
Researcher at Illinois State University
Publications - 66
Citations - 20744
Steven A. Taylor is an academic researcher from Illinois State University. The author has contributed to research in topics: Service quality & Loyalty. The author has an hindex of 29, co-authored 65 publications receiving 19824 citations.
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Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
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Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality:
TL;DR: In this article, the authors respond to concerns raised by Parasuraman, Zeithaml, and Berry about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality.
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An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
Steven A. Taylor,Thomas C. Baker +1 more
TL;DR: In this paper, the authors investigated the relationship between service quality and consumer satisfaction in the formation of consumers' purchase intentions across four unique service industries and found that consumer satisfaction is best described as moderating the service quality/purchase intention relationship.
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The importance of brand equity to customer loyalty
TL;DR: This paper found that brand equity and trust are consistently the most important antecedents to both behavioral and attitudinal forms of customer loyalty in industrial customers of heavy equipment manufacturers and suggested that industrial equipment marketers may consider moving beyond a focus on satisfaction in relationship marketing strategies toward integrated strategies that foster brand equity in their customer base as well.