The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
A Multistage Model of Customers' Assessments of Service Quality and Value
Abstract
This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value. The model is applied to residential customers' assessments of local telephone service. The model is estimated with a two-stage least squares procedure through survey data. Results indicate that residential customers' assessments of quality and value are primarily a function of disconfirmation arising from discrepancies between anticipated and perceived performance levels. However, perceived performance levels also were found to have an important direct effect on quality and value assessments.
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Cited by
Consumer Perceived Value: The Development of a Multiple Item Scale
Sweeney, J. C., & Soutar, G. N. (2001) · Journal of Retailing · doi:10.1016/s0022-4359(01)00041-0 · Cited by 6,643
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00028-2 · Cited by 6,398
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Zeithaml, V. A. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281007 · Cited by 1,919
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263330 · Cited by 1,828
Metadata
- Authors
- Bolton, R. N., & Drew, J. H.
- Venue
- Journal of Consumer Research
- Publisher
- Oxford University Press (OUP)
- Published
- 1991-03
- Volume
- 17
- Issue
- 4
- Pages
- 375
- ISSN
- 0093-5301 (ISSN-L)
- 1537-5277
- OpenAlex
- W2029758834
- Cited by
- 2,948
- References
- 3
- FWCI
- 31.08
- Type
- journal article
- Language
- en
- Open access
- closed
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- Bolton, R. N., & Drew, J. H. (1991). A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research. https://doi.org/10.1086/208564
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
