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:

Segal et al. (2013) present evidence that a problem appears to be emerging in that attitudes of university students toward business ethics appear to be changing in arguably undesirable ways. An argument is presented for increased efforts to bring judgment and decision-making and social psychological theory and practice to bear on this issue in order to assist in pedagogical efforts to strengthen college students' underlying cognitive goal-related value structures. A qualitative method is demonstrated that operationalizes these goal-related value structures. The implications for stakeholders of business colleges are discussed.

Steven A. Taylor

Papers

Identifying the Goal Structures of Undergraduate Students Vis-a-vis Ethical Decision Making