Access the full text.
Sign up today, get DeepDyve free for 14 days.
R. Westbrook, R. Oliver (1991)
The Dimensionality of Consumption Emotion Patterns and Consumer SatisfactionJournal of Consumer Research, 18
C Grönroos
Internal marketing – theory and practice
T. Brown, Gilbert Churchill, J. Peter (1993)
Improving the measurement of service qualityJournal of Retailing, 69
P. Dabholkar, Dayle Thorpe, Joseph Rentz (1996)
A measure of service quality for retail stores: Scale development and validationJournal of the Academy of Marketing Science, 24
Kenneth Teas (1993)
Expectations, Performance Evaluation, and Consumers’ Perceptions of QualityJournal of Marketing, 57
J. Lemmink, Jc Ruyter, M. Wetzels (1998)
The role of value in the delivery process of hospitality servicesJournal of Economic Psychology, 19
G. McDougall, T Levesque
The measurement of service quality: some methodological issues
R. Peterson, W. Wilson (1992)
Measuring customer satisfaction: Fact and artifactJournal of the Academy of Marketing Science, 20
D.C Hausknecht
Measurement scales in customer satisfaction/dissatisfaction
C. Lovelock (1983)
Classifying Services to Gain Strategic Marketing InsightsJournal of Marketing, 47
E. Anderson, C. Fornell, D. Lehmann (1994)
Customer Satisfaction, Market Share, and Profitability: Findings from SwedenJournal of Marketing, 58
L.K. Wright
Success factors across different service types
V. Zeithaml (1988)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:Journal of Marketing, 52
M. Bitner (1990)
Evaluating service encounters: The effects of physical surroundings and employee responses.Journal of Marketing, 54
A. Eagly, S. Chaiken (1993)
The psychology of attitudes.Journal of Marketing Research, 34
A. Parasuraman, L. Berry, V. Zeithaml (1991)
Refinement and reassessment of the SERVQUAL scale.Journal of Retailing
A Parasuraman, L.L. Berry, V.A Zeithaml
Understanding customer expectations of service
Neil Morgan, N. Piercy (1992)
Market-Led QualityIndustrial Marketing Management, 21
T. Jones (1996)
Why Satisfied Customers DefectJournal of Management in Engineering, 12
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
D. Aaker (1996)
MEASURING BRAND EQUITY ACROSS PRODUCTS AND MARKETSCalifornia Management Review, 38
Annika Ravald, C. Grönroos (1996)
The value concept and relationship marketingEuropean Journal of Marketing, 30
Steven Taylor, T. Baker (1994)
An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentionsJournal of Retailing, 70
A. Parasuraman, L. Berry, V. Zeithaml (1993)
More on improving service quality measurementJournal of Retailing, 69
W. Bearden, Jesse Teel (1983)
Selected Determinants of Consumer Satisfaction and Complaint ReportsJournal of Marketing Research, 20
R.H Hurley, H Estelami
Alternative indices for monitoring customer perceptions of service quality: a comparative evaluation in a retail context
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
Ruth Bolton, J. Drew (1991)
A Multistage Model of Customers' Assessments of Service Quality and ValueJournal of Consumer Research, 17
Youjae Yi (1989)
A Critical review of consumer satisfaction
J. Bowen (1990)
Development of a taxonomy of services to gain strategic marketing insightsJournal of the Academy of Marketing Science, 18
M. Holbrook (1994)
The Nature of Customer Value: An Axiology of Services in the Consumption Experience
J. Cronin, Steven Taylor (1992)
Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 56
Pamela Laird, R. Tedlow (1991)
New and Improved: The Story of Mass Marketing in AmericaTechnology and Culture, 32
R. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
F. Reichheld, W. Sasser (1990)
Zero defections: quality comes to services.Harvard business review, 68 5
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Journal of Marketing, 54
John Haughey (1997)
The Loyalty EffectBusiness Ethics Quarterly, 7
James Anderson, H. Håkansson, J. Johanson (1994)
Dyadic Business Relationships within a Business Network ContextJournal of Marketing, 58
R. Woodruff (1997)
Customer value: The next source for competitive advantageJournal of the Academy of Marketing Science, 25
J. Carman (1990)
Consumer perceptions of service quality: an assessment of the SERVQUAL dimensionsJournal of Retailing, 66
R. Fisk, Stephen Brown, M. Bitner (1993)
Tracking the evolution of the services marketing literatureJournal of Retailing, 69
J Bowen
Development of a taxonomy of services to gain strategic insights
K. Gwinner, Dwayne Gremler, M. Bitner (1998)
Relational benefits in services industries: The customer’s perspectiveJournal of the Academy of Marketing Science, 26
V. Zeithaml, L. Berry, A. Parasuraman (1996)
The Behavioral Consequences of Service QualityJournal of Marketing, 60
R.A. Westbrook, R.L Oliver
The dimensionability of consumption emotional patterns and customer satisfaction
J. Heskett, W. Sasser (1997)
The service profit chain
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.
Journal of Services Marketing – Emerald Publishing
Published: Sep 1, 2000
Keywords: Services marketing; Consumer behaviour; Customer satisfaction; Value; Customer loyalty
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.