Journal•ISSN: 0887-6045
Journal of Services Marketing
Emerald Publishing Limited
About: Journal of Services Marketing is an academic journal published by Emerald Publishing Limited. The journal publishes majorly in the area(s): Service (business) & Service quality. It has an ISSN identifier of 0887-6045. Over the lifetime, 1579 publications have been published receiving 112611 citations.
Topics: Service (business), Service quality, Customer satisfaction, Services marketing, Service provider
Papers published on a yearly basis
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TL;DR: In this article, the authors investigated the relationship between three elements (core service quality, relational service quality and perceived value) and customer satisfaction and future intentions across four services and found that core service quality was the most important driver of customer satisfaction.
Abstract: This research investigated the relationship between three elements – core service quality, relational service quality‐ and perceived value – and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived value were the most important drivers of customer satisfaction with relational service quality (the delivery) a significant but less important driver. A direct link between customer satisfaction and future intentions was established. The relative importance of the three drivers of satisfaction varied among services. Specifically, the importance of core service quality and perceived value was reversed depending on the service. A major conclusion was that both perceived value and service quality dimensions should be incorporated into customer satisfaction models to provide a more complete picture of the drivers of satisfaction.
1,788 citations
TL;DR: The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. as discussed by the authors, which has been widely cited in the marketing literature, but also its use in industry has been quite widespread.
Abstract: As competition becomes more intense and environmental factors become more hostile, the concern for service quality grows. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. (1985; 1988). Not only has research on this instrument been widely cited in the marketing literature, but also its use in industry has been quite widespread (Brown et al., 1993).
1,075 citations
TL;DR: In this paper, the authors view customer satisfaction as a multi-dimensional construct just as service quality and argue that customer satisfaction should be operationalized along the same factors (and the corresponding items) on which service quality is operationalized.
Abstract: The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized) is still shrouded with uncertainty. Many researchers have operationalized customer satisfaction by using a single item scale and many others have used multiple item scales. The present study adopts a different approach and views customer satisfaction as a multi dimensional construct just as service quality, but argues that customer satisfaction should be operationalized along the same factors (and the corresponding items) on which service quality is operationalized. Based on this approach, the link between service quality and customer satisfaction has been investigated. The results have indicated that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another.
889 citations
TL;DR: In this paper, the authors examine the moderating role of switching costs in the customer satisfaction-loyalty link and identify customer segments and then analyze the heterogeneity in the satisfaction- loyality link among the different segments.
Abstract: The main objective of customer satisfaction programs is to increase customer retention rates. In explaining the link between customer satisfaction and loyalty, switching costs play an important role and provide useful insight. For example, the presence of switching costs can mean that some seemingly loyal customers are actually dissatisfied but do not defect because of high switching costs. Thus, the level of switching costs moderates the link between satisfaction and loyalty. The purposes of this paper are: to examine the moderating role of switching costs in the customer satisfaction‐loyalty link; and to identify customer segments and then analyze the heterogeneity in the satisfaction‐loyalty link among the different segments. An empirical example based on the mobile phone service market in France indicates support for the moderating role of switching costs. Managerial implications of the results are discussed.
854 citations
TL;DR: The SERVQUAL, an instrument developed by Parasuraman, Zeithaml, and Berry as mentioned in this paper, is currently the most popular measure of service quality and has been used widely.
Abstract: SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popular measure of service quality. Compares these original studies with subsequent research employing the SERVQUAL instrument. Analyzes its psychometric properties to gain some basic insights into the overall utility of this measure, and offers directions for its use in future research. Discusses managerial implications and recommendations resulting from these analyses.
833 citations