Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study

Searching for a consensus on the antecedent role of service quality and satisfaction: an... This study employs a cross-cultural perspective to explore the antecedent role of service quality and satisfaction in the development of service customers' behavioral intentions. Specifically, due in large part to the differing theories offered in the literature as to the relationship between service quality and satisfaction and their effects on behavioral intentions, we examine the extent to which the causal order of service quality and satisfaction is robust across national borders. The overriding objective is to determine whether the effects of service quality and satisfaction on such behavioral outcomes as repurchase intentions, loyalty, and word of mouth are context-specific or uniform across varying service environments. Competing theories are tested and the results indicate that the effect of service quality on behavioral intentions is mediated by a consumer's level of satisfaction and that this relationship is consistent across cultures. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business Research Elsevier

Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study

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Publisher
Elsevier
Copyright
Copyright © 2000 Elsevier Science Inc.
ISSN
0148-2963
eISSN
1873-7978
DOI
10.1016/S0148-2963(99)00041-7
Publisher site
See Article on Publisher Site

Abstract

This study employs a cross-cultural perspective to explore the antecedent role of service quality and satisfaction in the development of service customers' behavioral intentions. Specifically, due in large part to the differing theories offered in the literature as to the relationship between service quality and satisfaction and their effects on behavioral intentions, we examine the extent to which the causal order of service quality and satisfaction is robust across national borders. The overriding objective is to determine whether the effects of service quality and satisfaction on such behavioral outcomes as repurchase intentions, loyalty, and word of mouth are context-specific or uniform across varying service environments. Competing theories are tested and the results indicate that the effect of service quality on behavioral intentions is mediated by a consumer's level of satisfaction and that this relationship is consistent across cultures.

Journal

Journal of Business ResearchElsevier

Published: Jan 1, 2001

References

  • The salience of culture's consequences: the effects of cultural values on top executive commitment to the status quo
    Geletkanycz, MA
  • The role of employee effort in satisfaction with service transactions
    Mohr, LA; Bitner, MJ

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