The behavioral consequences of service quality
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...Specifically, Zeithaml, Berry, and Parasuraman (1996) suggest that favorable behavioral intentions are associated with a service provider’s ability to get its customers to 1) say positive things about them, 2) recommend them to other consumers, 3) remain loyal to them (i.e., repurchase from them),…...
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...Theory suggests that increasing customer retention, or lowering the rate of customer defection, is a major key to the ability of a service provider to generate profits (Zeithaml, Berry, and Parasuraman, 1996)....
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...…numerous studies have endeavored to model these links (e.g., Athanassopoulos, 2000; Chenet, Tynan, and Money, 1999; Clow and Beisel, 1995; Fornell et al., 1996; Garbarino and Johnson, 1999; Roest and Pieters, 1997; Spreng, Mackenzie, and Olshavsky, 1996; Zeithaml, Berry, and Parasuraman, 1996)....
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...…and Sullivan, 1993; Gotlieb, Grewal, and Brown, 1994; Patterson and Spreng, 1997; Roest and Pieters, 1997; Taylor, 1997), others argue for a direct effect (e.g., Boulding et al., 1993; Parasuraman, Zeithaml, and Berry, 1988, 1991; Taylor and Baker, 1994; Zeithaml, Berry, and Parasuraman, 1996)....
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...However, for the purpose of explaining variance in dependent constructs, the weight of the evidence in the extant literature supports the use of performance perceptions in measures of service quality (Parasuraman, Zeithaml, and Berry, 1994; Zeithaml, Berry, and Parasuraman, 1996)....
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