Measuring Service Quality: A Reexamination and Extension Export

@article{citeulike:5145015, abstract = {The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.}, author = {Jr and Taylor, Steven A.}, citeulike-article-id = {5145015}, citeulike-linkout-0 = {http://dx.doi.org/10.2307/1252296}, citeulike-linkout-1 = {http://www.jstor.org/stable/1252296}, doi = {10.2307/1252296}, issn = {00222429}, journal = {The Journal of Marketing}, keywords = {quality, service}, number = {3}, pages = {55--68}, posted-at = {2009-07-14 09:30:07}, priority = {2}, publisher = {American Marketing Association}, title = {Measuring Service Quality: A Reexamination and Extension}, url = {http://dx.doi.org/10.2307/1252296}, volume = {56}, year = {1992} }

TY - JOUR ID - citeulike:5145015 L3 - citeulike-article-id:5145015 N2 - The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed. IS - 3 JF - The Journal of Marketing SN - 00222429 EP - 68 TI - Measuring Service Quality: A Reexamination and Extension PB - American Marketing Association VL - 56 SP - 55 KW - quality KW - service AU - Jr AU - Taylor, Steven PY - 1992/// UR - http://dx.doi.org/10.2307/1252296 ER -