An exploratory study of service value in the USA and Ecuador

Brady, Michael K.; Robertson, Christopher J.

doi:10.1108/09564239910289003

Cited by 117Customer Service Quality and LoyaltyService and Product InnovationConsumer Behavior and Marketing Influence

An exploratory study of service value in the USA and Ecuador

Brady, Michael K., Robertson, Christopher J.·1999·International Journal of Service Industry Management

DOI 10.1108/09564239910289003

Open this paper in CoChat — free account

Abstract

Abstract In recent years, the significance of offering value to service customers rivals the provision of satisfaction and service quality. The growing importance of the construct is especially apparent in the fast food industry as evidenced by the international popularity of value menus offered by many fast food franchises. The service value trend is particularly relevant in Latin America as more multinational service franchises compete for newfound market share. Zeithaml, in her comprehensive analysis of the service value construct, suggests that service value perceptions emerge when consumers weigh their perceptions of service quality against the necessary sacrifices made to acquire the service. In the current study, this conceptual model is tested using samples derived from fast food consumers in both Ecuador and the USA. The objective is to perform an empirical test of Zeithaml's model and to compare the relative importance attached to the components of her model across the two samples. An additional consideration is an analysis of the effect of gender on the purchase behaviour of these consumers. The research and managerial implications of the study are considered, as are the research limitations.

Integrity signals

Registry

Crossref · 10.1108/09564239910289003

Cites

41 of 41 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

This paper’s full text isn’t openly available, so its claims and self-check weren’t run. The registry and citation checks still apply.

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

The views on value are context dependent.
“The views on value are context dependent [47].”
From Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites (2019) · cites this paper as [47]
In online retailing settings, not only the product but also the website and the process of identifying, purchasing and receiving products contribute perceived values to customers.
“In regarding to the online retailing settings, not only the product we are interested in, but also the website and the process of identifying, purchasing and receiving products contributes perceived values to the customers [47].”
From Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites (2019) · cites this paper as [47]

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.2307/3151312 · Cited by 109,314 · see citing works
Evaluating structural equation models with unobservable variables and measurement error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800104 · Cited by 109,190 · see citing works
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645 · see citing works
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 · see citing works
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
Zeithaml, V. A. (1988) · Journal of Marketing · doi:10.1177/002224298805200302 · Cited by 18,292 · see citing works
Structural Equations with Latent Variables.
Clogg, C. C., & Bollen, K. A. (1991) · Contemporary Sociology A Journal of Reviews · doi:10.2307/2072165 · Cited by 17,471 · see citing works
Culture's Consequences: International Differences in Work-Related Values.
Sorge, A. M., & Hofstede, G. (1983) · Administrative Science Quarterly · doi:10.2307/2393017 · Cited by 15,186 · see citing works
Structural equation models with unobservable variables and measurement error: Algebra and statistics
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800313 · Cited by 13,287 · see citing works
Mind, Self, and Society
Mead, G. H., Joas, H., Huebner, D. R., & Morris, C. W. (2015) · University of Chicago Press eBooks · doi:10.7208/chicago/9780226112879.001.0001 · Cited by 12,408 · see citing works
Measuring Service Quality: A Reexamination and Extension
Cronin, J. J., & Taylor, S. A. (1992) · Journal of Marketing · doi:10.1177/002224299205600304 · Cited by 10,896 · see citing works
Untitled work
(1993) · Medical Entomology and Zoology · Cited by 7,690 · see citing works
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271 · see citing works
Mental Accounting and Consumer Choice
Thaler, R. (1985) · Marketing science (Providence, R.I.) · doi:10.1287/mksc.1070.0330 · Cited by 5,298 · see citing works
Measuring Service Quality: A Reexamination and Extension
Cronin, J. J., & Taylor, S. A. (1992) · Journal of Marketing · doi:10.2307/1252296 · Cited by 4,914 · see citing works
Mental Accounting and Consumer Choice
Thaler, R. (1985) · Marketing Science · doi:10.1287/mksc.4.3.199 · Cited by 4,885 · see citing works
Customer Satisfaction, Market Share, and Profitability: Findings From Sweden
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994) · Springer eBooks · doi:10.1007/978-3-031-88079-7_22 · Cited by 4,572 · see citing works
A Multistage Model of Customers' Assessments of Service Quality and Value
Bolton, R. N., & Drew, J. H. (1991) · Journal of Consumer Research · doi:10.1086/208564 · Cited by 2,951 · see citing works
Evaluation of goodness-of-fit indices for structural equation models.
Mulaik, S. A., James, L. R., Alstine, J. V., Bennett, N., Lind, S., & Stilwell, C. D. (1989) · Psychological Bulletin · doi:10.1037/0033-2909.105.3.430 · Cited by 2,927 · see citing works
Dyadic Business Relationships within a Business Network Context
Anderson, J. C., Håkansson, H., & Johanson, J. (1994) · Journal of Marketing · doi:10.1177/002224299405800401 · Cited by 2,362 · see citing works
The Reproduction of Mothering
Chodorow, N. J. (2023) · University of California Press eBooks · doi:10.2307/jj.2373318 · Cited by 1,869 · see citing works
Breaking Free from Product Marketing
Shostack, G. L. (1977) · Journal of Marketing · doi:10.1177/002224297704100219 · Cited by 1,865 · see citing works
Strategic Management and Marketing in the Service Sector
Grönroos, C. (1984) · Cited by 1,664 · see citing works
Service Quality: Insights and Managerial Implications from the Frontier
Rust, R. T., & Oliver, R. L. (1994) · Sage eBooks · doi:10.4135/9781452229102.n1 · Cited by 1,530 · see citing works
Choosing a multivariate model: Noncentrality and goodness of fit.
McDonald, R. P., & Marsh, H. W. (1990) · Psychological Bulletin · doi:10.1037/0033-2909.107.2.247 · Cited by 1,439 · see citing works
The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions
Grewal, D., Monroe, K. B., & Krishnan, R. (1998) · Journal of Marketing · doi:10.1177/002224299806200204 · Cited by 1,300 · see citing works
The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value
(1999) · International Journal of Productivity and Performance Management · doi:10.1108/ws.1999.07948aae.003 · Cited by 1,166 · see citing works
Monte Carlo Evaluations of Goodness of Fit Indices for Structural Equation Models
GERBING, D. W., & ANDERSON, J. C. (1992) · Sociological Methods & Research · doi:10.1177/0049124192021002002 · Cited by 1,046 · see citing works
Price, Product Information, and Purchase Intention: An Empirical Study
Chang, T., & Wildt, A. R. (1994) · Journal of the Academy of Marketing Science · doi:10.1177/0092070394221002 · Cited by 1,032 · see citing works
Diagnosing measurement equivalence in cross-national research.
Mullen, M. R. (1995) · Journal of International Business Studies · doi:10.1057/palgrave.jibs.8490187 · Cited by 863 · see citing works
Breaking Free from Product Marketing
Shostack, G. L. (1977) · Journal of Marketing · doi:10.2307/1250637 · Cited by 836 · see citing works
The impact of services versus goods on consumers’ assessment of perceived risk and variability
Murray, K. B., & Schlacter, J. L. (1990) · Journal of the Academy of Marketing Science · doi:10.1007/bf02729762 · Cited by 811 · see citing works
A cross‐sectional test of the effect and conceptualization of service value
Cronin, J. J., Brady, M. K., Brand, R. R., Hightower, R., & Shemwell, D. J. (1997) · Journal of Services Marketing · doi:10.1108/08876049710187482 · Cited by 499 · see citing works
Risk Perception and Reduction in the Purchase of Consumer Services
Mitchell, V., & Greatorex, M. (1993) · Service Industries Journal · doi:10.1080/02642069300000068 · Cited by 443 · see citing works
Moral Orientation and Moral Development [1987]
Gilligan, C. (1995) · Routledge eBooks · doi:10.4324/9780429499463-4 · Cited by 377 · see citing works
Ethical Differences Between Men and Women in The Sales Profession
Dawson, L. M. (1997) · Journal of Business Ethics · doi:10.1023/a:1005721916646 · Cited by 348 · see citing works
EFFECTS OF SEX AND GENDER ROLE ON LEADER EMERGENCE.
Kent, R. L., & MOSS, S. E. (1994) · Academy of Management Journal · doi:10.2307/256675 · Cited by 200 · see citing works
An Examination of Marketing Ethics: Role of the Decision Maker, Consequences of the Decision, Management Position, and Sex of the Respondent
Fritzsche, D. J. (1988) · Journal of Macromarketing · doi:10.1177/027614678800800205 · Cited by 196 · see citing works
Managers, values, and executive decisions: An exploration of the role of gender, career stage, organizational level, function, and the importance of ethics, relationships and results in managerial decision-making
Barnett, J. H., & Karson, M. J. (1989) · Journal of Business Ethics · doi:10.1007/bf00383775 · Cited by 192 · see citing works
Service Industries in the World Economy
Austin, C. M., & Daniels, P. (1996) · Geographical Review · doi:10.2307/215167 · Cited by 187 · see citing works
The internationalization of Latin American enterprises and market liberalization in the Americas: A vital linkage
Domínguez, L. V., & Brenes, E. R. (1997) · Journal of Business Research · doi:10.1016/s0148-2963(96)00113-0 · Cited by 69 · see citing works
Explanations for the Growth of Services
Shugan, S. M. (1994) · Sage eBooks · doi:10.4135/9781452229102.n10 · Cited by 50 · see citing works

Flagged first, then by citations

Sorted by citations

Enhance green purchase intentions: The roles of green perceived value, green perceived risk, and green trust
Chen, Y., & Chang, C. (2012) · Management Decision · doi:10.1108/00251741211216250 · Cited by 1,370 · see citing works
The concept of perceived value: a systematic review of the research
Sánchez-Fernández, R., & Iniesta-Bonillo, M. Á. (2007) · Marketing Theory · doi:10.1177/1470593107083165 · Cited by 1,269 · see citing works
What drives purchase intention for paid mobile apps? An expectation confirmation model with perceived value
Hsu, C.-L., & Lin, J. C.-C. (2015) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2014.11.003 · Cited by 662 · see citing works
User acceptance of wireless short messaging services: Deconstructing perceived value
Turel, O., Serenko, A., & Bontis, N. (2006) · Information & Management · doi:10.1016/j.im.2006.10.005 · Cited by 440 · see citing works
Past progress and future directions in conceptualizing customer perceived value
Lin, C., Sher, P. J.-H., & Shih, H. (2005) · International Journal of Service Industry Management · doi:10.1108/09564230510613988 · Cited by 392 · see citing works
Value creation processes and value outcomes in marketing theory
Gummerus, J. K. (2013) · Marketing Theory · doi:10.1177/1470593112467267 · Cited by 373 · see citing works
Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues
Zeithaml, V. A., Verleye, K., Hatak, I., Koller, M., & Zauner, A. (2020) · Journal of Service Research · doi:10.1177/1094670520948134 · Cited by 332 · see citing works
Towards green loyalty: driving from green perceived value, green satisfaction, and green trust
Chen, Y. (2010) · Sustainable Development · doi:10.1002/sd.500 · Cited by 326 · see citing works
The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry
Chen, P.-T., & Hu, H.-H. (2010) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.09.006 · Cited by 269 · see citing works
The relationship between personal values and perceived value of education
Ledden, L., Kalafatis, S. P., & Samouel, P. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2007.01.021 · Cited by 255 · see citing works
Roles of perceived value and individual differences in the acceptance of mobile coupon applications
Liu, F., Zhao, X., Chau, P. Y. K., & Tang, Q. (2015) · Internet Research · doi:10.1108/intr-02-2014-0053 · Cited by 218 · see citing works
Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers
Brady, M. K., Robertson, C. J., & Cronin, J. J. (2001) · Journal of International Management · doi:10.1016/s1075-4253(00)00041-7 · Cited by 217 · see citing works
Customer perceived value—Conceptualization and avenues for future research
Zauner, A., Koller, M., & Hatak, I. (2015) · Cogent Psychology · doi:10.1080/23311908.2015.1061782 · Cited by 163 · see citing works
Customer Perceived Value: A Comprehensive Meta-analysis
Blut, M., Chaney, D., Lunardo, R., Mencarelli, R., & Grewal, D. (2023) · Journal of Service Research · doi:10.1177/10946705231222295 · Cited by 235 · see citing works
A re‐examination of the relationship between value, satisfaction and intention in business services
Whittaker, G., Ledden, L., & Kalafatis, S. P. (2007) · Journal of Services Marketing · doi:10.1108/08876040710773651 · Cited by 147 · see citing works
Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?
Uzir, M. U. H., Jerin, I., Halbusi, H. A., Hamid, A. B. A., & Latiff, A. S. A. (2020) · Heliyon · doi:10.1016/j.heliyon.2020.e05710 · Cited by 194 · see citing works
Efficiency and quality as economic dimensions of perceived value: Conceptualization, measurement, and effect on satisfaction
Sánchez‐Fernández, R., & Bonillo, M. Á. I. (2009) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2009.06.003 · Cited by 122 · see citing works
Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word-of-mouth in services
Marcos, A. M. B. D. S. B. D. F., & Coelho, A. (2021) · The TQM Journal · doi:10.1108/tqm-10-2020-0236 · Cited by 153 · see citing works
Student satisfaction and loyalty in Denmark: Application of EPSI methodology
Shahsavar, T., & Sudzina, F. (2017) · PLoS ONE · doi:10.1371/journal.pone.0189576 · Cited by 112 · see citing works
The idiosyncratic behaviour of service quality, value, satisfaction, and intention to recommend in higher education: An empirical examination
Ledden, L., Kalafatis, S. P., & Mathioudakis, A. (2011) · Journal of Marketing Management · doi:10.1080/0267257x.2011.611117 · Cited by 111 · see citing works
Managing service quality in banks: customers’ gender effects
Spathis, C. T., Πετρίδου, Ε., & Glaveli, Ν. (2004) · Managing Service Quality · doi:10.1108/09604520410513695 · Cited by 107 · see citing works
Mass customisation implementation models and customer value in mobile phones services
Σιγάλα, Μ. (2006) · Managing Service Quality · doi:10.1108/09604520610675720 · Cited by 103 · see citing works
Educational value: how students choose university: Evidence from an Italian university
Petruzzellis, L., & Romanazzi, S. (2010) · International Journal of Educational Management · doi:10.1108/09513541011020954 · Cited by 142 · see citing works
Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry
Tzeng, G., & Chang, H. (2011) · Journal of technology management & innovation · doi:10.4067/s0718-27242011000300008 · Cited by 98 · see citing works
Forging relationships with services: The antecedents that have an impact on behavioural outcomes in the life insurance industry
Durvasula, S., Lysonski, S., Mehta, S. C., & Tang, B. P. (2004) · Journal of Financial Services Marketing · doi:10.1057/palgrave.fsm.4770129 · Cited by 149 · see citing works
Customer value in tourism and hospitality: Broadening dimensions and stretching the value-satisfaction-loyalty chain
Gallarza, M. G., Moreno, F., & Saura, I. G. (2019) · Tourism Management Perspectives · doi:10.1016/j.tmp.2019.05.011 · Cited by 88 · see citing works
The measurement of perceived value in higher education: A unidimensional approach
Alves, H. (2011) · The Service Industries Journal · doi:10.1080/02642069.2011.550042 · Cited by 86 · see citing works
Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty
Lee, H. (2013) · Asian Social Science · doi:10.5539/ass.v9n2p1 · Cited by 93 · see citing works
Applying an Extended Theory of Planned Behavior to Sustainable Food Consumption
Alam, S. S., Ahmad, M., Ho, Y., Omar, N. A., & Lin, C. (2020) · Sustainability · doi:10.3390/su12208394 · Cited by 90 · see citing works
Determinants of consumers’ purchase behaviour towards green brands
Wang, H. (2017) · Service Industries Journal · doi:10.1080/02642069.2017.1365140 · Cited by 71 · see citing works
How Consumers Value Retailer's Return Policy Leniency Levers: An Empirical Investigation
Abdulla, H., Abbey, J. D., & Ketzenberg, M. E. (2019) · Production and Operations Management · doi:10.1111/poms.13640 · Cited by 70 · see citing works
An intervariable approach to customer satisfaction and loyalty in the internet service market
Akroush, M. N., & Mahadin, B. (2019) · Internet Research · doi:10.1108/intr-12-2017-0514 · Cited by 62 · see citing works
Gender Differences in Service Quality Expectations in the Fast Food Industry
Yelkur, R., & Chakrabarty, S. (2006) · Services Marketing Quarterly · doi:10.1300/j396v27n04_08 · Cited by 59 · see citing works
A comparative study of generations X, Y, Z in food purchasing behavior: the relationships among customer value, satisfaction, and Ewom
Wahyuningsih, Nasution, H. N., Yeni, Y. H., & Roostika, R. (2022) · Cogent Business & Management · doi:10.1080/23311975.2022.2105585 · Cited by 55 · see citing works
Factors Influencing Customer Loyalty of Mobile Phone Service: Empirical Evidence from Koreans
Lee, H. (2010) · Cited by 53 · see citing works
An Investigation Into Facebook “Liking” Behavior An Exploratory Study
Ozanne, M., Navas, A. M. C., Mattila, A. S., & Hoof, H. B. V. (2017) · Social Media + Society · doi:10.1177/2056305117706785 · Cited by 53 · see citing works
EFFECTS OF IMAGE AND ADVERTISING EFFICIENCY ON CUSTOMER LOYALTY AND ANTECEDENTS OF LOYALTY: TURKISH BANKS SAMPLE
Cengiz, E., Ayyıldız, H., & Er, B. (2007) · Electronic Sumy State University Institutional Repository (Sumy State University) · Cited by 54 · see citing works
Service Quality and Customers' Willingness to Pay More for Travel Services
Dean, A., Morgan, D. J., & Tan, T. E. (2002) · Journal of Travel & Tourism Marketing · doi:10.1300/j073v12n02_06 · Cited by 50 · see citing works
Effect of Customer Orientation and Innovativeness on Business Performance: a Study of Small-Sized Service Retailers
Tajeddini, K., & Trueman, M. (2008) · International Journal of Entrepreneurship and Small Business · doi:10.1504/ijesb.2008.018633 · Cited by 53 · see citing works
Effects of third-party certification on patrons’ service quality evaluation in the luxury-restaurant industry
Jun, J., Kang, J., & Hyun, S. S. (2017) · British Food Journal · doi:10.1108/bfj-06-2016-0272 · Cited by 48 · see citing works
Port-Service Quality Dimensions and Passenger Profiles: An Exploratory Examination and Analysis
Pantouvakis, A. (2006) · Maritime Economics & Logistics · doi:10.1057/palgrave.mel.9100167 · Cited by 46 · see citing works
The three-stage model of service consumption
Tsiotsou, R. H., & Wirtz, J. (2015) · Edward Elgar Publishing eBooks · doi:10.4337/9781781000410.00015 · Cited by 45 · see citing works
Public Value in Public Service Ecosystems
Ojasalo, J., & Kauppinen, S. (2022) · Journal of Nonprofit & Public Sector Marketing · doi:10.1080/10495142.2022.2133063 · Cited by 56 · see citing works
Comparative cross‐cultural service quality: an assessment of research methodology
Morales, M., & Ladhari, R. (2011) · Journal of service management · doi:10.1108/09564231111124244 · Cited by 42 · see citing works
E‐services as resources in customer value creation
Gummerus, J. K. (2010) · Managing Service Quality · doi:10.1108/09604521011073722 · Cited by 39 · see citing works
Influence of the Quality Perceived of Service of a Higher Education Center on the Loyalty of Students
del Río‐Rama, M. D. L. C., Álvarez‐García, J., Mun, N. K., & Durán‐Sánchez, A. (2021) · Frontiers in Psychology · doi:10.3389/fpsyg.2021.671407 · Cited by 34 · see citing works
The impact of time on perceptions of educational value
Ledden, L., & Kalafatis, S. P. (2010) · International Journal of Public Sector Management · doi:10.1108/09513551011022492 · Cited by 34 · see citing works
Rural households’ perceived value of energy utilization of crop residues: A case study from China
He, K., Zhang, J., Wang, A., & Chang, H. (2020) · Renewable Energy · doi:10.1016/j.renene.2020.03.120 · Cited by 30 · see citing works
Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites
Ma, Y., Ruangkanjanases, A., & Chen, S.-C. (2019) · Sustainability · doi:10.3390/su11215914 · Cited by 30 · see citing works
“The views on value are context dependent [47].”
Background
A cross-cultural perspective on the role of emotion in negative service encounters
Smith, A. M. (2006) · Service Industries Journal · doi:10.1080/02642060600898203 · Cited by 31 · see citing works
Perceived value of corporate donations: an empirical investigation
Gipp, N., Kalafatis, S. P., & Ledden, L. (2008) · International Journal of Nonprofit and Voluntary Sector Marketing · doi:10.1002/nvsm.342 · Cited by 23 · see citing works
Exploring the Role of Service Value in the Relationship Between Service Quality and Customer Satisfaction
Lee, Y., Lee, Y.-J., Lee, K. A., Park, D.-H., & Moon, H. (2004) · International Journal of Hospitality & Tourism Administration · doi:10.1300/j149v05n01_04 · Cited by 23 · see citing works
Green Emotion: Incorporating Emotional Perception in Green Marketing to Increase Green Furniture Purchase Intentions
Yu, S., Zhong, Z., Zhu, Y., & Sun, J. B. (2024) · Sustainability · doi:10.3390/su16124935 · Cited by 22 · see citing works
Importance and the Zone of Tolerance of Customer Expectations of Fast Food Services
Campos, D. F., & Nóbrega, K. C. (2009) · Journal of Operations and Supply Chain Management · doi:10.12660/joscmv2n2p56-71 · Cited by 18 · see citing works
Country Image Effect on Customer Loyalty Model
Ayyıldız, H., & Cengiz, E. (2017) · Cited by 18 · see citing works
In search of e-service value: technology-exploitationvs.certainty-seeking online behaviours
Lin, C. (2010) · Service Industries Journal · doi:10.1080/02642060802613541 · Cited by 18 · see citing works
The impact of green perceived value and green perceived risk on green purchase behavior of Iranian consumers
Dehghanan, H., & Bakhshandeh, G. (2014) · Cited by 17 · see citing works
Enhancing Green Hotel Visit Intention: Role of Green Perceived Value, Perceived Consumer Effectiveness and Environmental Knowledge
Amin, S., & Tarun, M. T. (2019) · International Business Research · doi:10.5539/ibr.v12n5p123 · Cited by 17 · see citing works
Modeling the relationship between perceived values, e-satisfaction, and e-loyalty
Wang, L., & Prompanyo, M. (2020) · Management Science Letters · doi:10.5267/j.msl.2020.3.032 · Cited by 18 · see citing works
Proposing online game loyalty and its antecedents considering gender as a moderator: a qualitative study
Joe, S.-W., & Chiu, C. (2008) · Quality & Quantity · doi:10.1007/s11135-007-9159-2 · Cited by 15 · see citing works
The Effect of Organisational Structure and Hoteliers’ Risk Proclivity on Innovativeness
Tajeddini, K. (2014) · Asia-Pacific Journal of Management Research and Innovation · doi:10.1177/2319510x14529487 · Cited by 13 · see citing works
Understanding the service profit chain in Latin America: managerial perspective from Mexico
Maranto, D., & Reynoso, J. (2003) · Managing Service Quality · doi:10.1108/09604520310466833 · Cited by 13 · see citing works
Assessing two consumer behavioural intention models in a service environment
Parvin, S., Wang, P. Z., & Uddin, J. (2017) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-06-2016-0100 · Cited by 12 · see citing works
Perceived value index in higher education
Alves, H. (2010) · DOAJ (DOAJ: Directory of Open Access Journals) · Cited by 12 · see citing works
Why resist? examining the impact of technological Advancement and perceived usefulness on Malaysians’ switching intentions: The moderators
Hashim, N., Pandit, A., Alam, S. S., & Manan, R. A. (2015) · The Journal of Developing Areas · doi:10.1353/jda.2015.0172 · Cited by 13 · see citing works
Identifying the Value of an eHealth Intervention Aimed at Cognitive Impairments: Observational Study in Different Contexts and Service Models
Jurkeviciute, M., van Velsen, L., Eriksson, H., Lifvergren, S., Trimarchi, P., Andin, U., & Svensson, J. (2020) · Journal of Medical Internet Research · doi:10.2196/17720 · Cited by 8 · see citing works
Framework for measuring usage intention of digital coupons: a SPADM approach
Nayal, P., & Pandey, N. (2020) · Journal of Strategic Marketing · doi:10.1080/0965254x.2020.1777460 · Cited by 10 · see citing works
The Influence of Islamic Service Quality and Trust on Customer Satisfaction and Intention in Reusing The Services in The Implementation of Umrah and Special Hajj Pilgrimage
Subhan, A., Firdaus, A., & Najib, M. (2023) · Jurnal Ekonomi Syariah Teori dan Terapan · doi:10.20473/vol10iss20233pp275-289 · Cited by 9 · see citing works
Evaluation of service quality continuous improvement in coffee shops
Yuan, B. J. C., Chang, H., & Tzeng, G. (2012) · Human Factors and Ergonomics in Manufacturing & Service Industries · doi:10.1002/hfm.20526 · Cited by 9 · see citing works
Relationship Value and Relationship Quality: An Exploration of Its Antecedents on Customer Loyalty
Liew, C. Y., Song, B. L., & Subramaniam, M. (2017) · Asian Social Science · doi:10.5539/ass.v13n12p51 · Cited by 9 · see citing works
Citizens’ Adoption of Pay-to-use E-Government Services
Ojha, A., Sahu, G. P., & Gupta, M. (2011) · International Journal of Electronic Government Research · doi:10.4018/ijegr.2011040111040102 · Cited by 8 · see citing works
A conceptual model of the roles of price, quality, and intermediary constructs in determining behavioral intention to visit a festival
Lee, S. Y. (2006) · OakTrust (Texas A&M University Libraries) · Cited by 8 · see citing works
Atributos relevantes de la calidad en el servicio y su influencia en el comportamiento postcompra. El caso de las hamburgueserías en España
Ricolfe, J. S. C. (2016) · Innovar · doi:10.15446/innovar.v26n62.59389 · Cited by 7 · see citing works
Unveiling the role of service quality in the quick service restaurant sector: An integrative review
Mendocilla, M., Matamoros, P. M., & Matute, J. (2025) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2025.104367 · Cited by 6 · see citing works
The Role of Utilitarian and Hedonic Value on Purchase Intention of Wearable Technologies: The Mediation Effect of Consumer Innovativeness
ŞAHİN, F., & Söylemez, C. (2022) · Gaziantep University Journal of Social Sciences · doi:10.21547/jss.1101801 · Cited by 6 · see citing works
Predicting Consumer Patronage Behaviour in the Egyptian Fast Food Business
Ibrahim, Y., & Vignali, C. (2005) · DOAJ (DOAJ: Directory of Open Access Journals) · Cited by 6 · see citing works
THE PARETO SALES NETWORK ASSET: A NETWORKED POWER PERSPECTIVE
Ferdinand, A. T., & Killa, M. F. (2018) · Verslas teorija ir praktika · doi:10.3846/btp.2018.11 · Cited by 6 · see citing works
Citizens’ Adoption of Pay-to-use E-Government Services
Ojha, A., Sahu, G. P., & Gupta, M. (2011) · International Journal of Electronic Government Research · doi:10.4018/jegr.2011040102 · Cited by 6 · see citing works
Modelling the antecedents of behavioural outcomes in Indian life insurance services: a SEM approach
Gera, R. (2011) · International Journal of Business Innovation and Research · doi:10.1504/ijbir.2011.042448 · Cited by 5 · see citing works
A Study on the Effects of Perceived Value on Customer Satisfaction and Revisit Intention - Focused on the Differences of Involvement Level -
이선령, Yoon, H. H., & 남궁영 (2013) · Culinary Science & Hospitality Research · doi:10.20878/cshr.2013.19.3.002 · Cited by 5 · see citing works
The positive impact of environmental friendliness on green purchase intentions
Chen, Y., Lai, P.-Y., Chang, T., & Yen, T.-T. (2016) · Portland International Conference on Management of Engineering and Technology (PICMET) · doi:10.1109/picmet.2016.7806629 · Cited by 5 · see citing works
Supermarketization: investigating determinants of customer choice in emerging markets
Sanchís-Pedregosa, C., & Pennano, C. (2021) · Journal of Promotion Management · doi:10.1080/10496491.2021.1888180 · Cited by 5 · see citing works
Viewpoint: the need to evolve to a service logic mindset in Latin America
Reynoso, J. (2021) · Journal of Services Marketing · doi:10.1108/jsm-03-2020-0097 · Cited by 6 · see citing works
The Effects of Technology Readiness on the Formation of E-Service Value
Lin, C. (2007) · Portland International Conference on Management of Engineering and Technology (PICMET) · doi:10.1109/picmet.2007.4349507 · Cited by 5 · see citing works
The Influence of E-Servicescape on Mobile Shopping Intention: The Mediating Role of Customer Satisfaction
Yeo, A. C. M., Moh, X. L., & Low, B. T. (2021) · HOLISTICA – Journal of Business and Public Administration · doi:10.2478/hjbpa-2021-0015 · Cited by 5 · see citing works
A Study on the Effects Relation of Medical Service Quality, Service Value and Clients’ Satisfaction for the Medical Tourism
Yoon, S., 김흥렬, & Han, J.-S. (2009) · Journal of Korea Service Management Society · doi:10.15706/jksms.2009.10.1.007 · Cited by 4 · see citing works
Investigating the link between service quality, value, satisfaction and behavioural intentions in a public sector bank in India
Gera, R. (2010) · International Journal of Services Economics and Management · doi:10.1504/ijsem.2011.037175 · Cited by 4 · see citing works
Study on Salespersons’ Task-related Performance Benefits Perceptions and Satisfaction with Sales Force Automation
Mittal, S., Gera, R., & Singhvi, S. R. (2012) · Asia-Pacific Journal of Management Research and Innovation · doi:10.1177/2319510x13481900 · Cited by 3 · see citing works
Assessing the Effects of Perceived Value and Satisfaction with Foodservice on Switching Intention and Loyalty
Kang, J.-H., & Lee, J. (2008) · Culinary Science & Hospitality Research · doi:10.20878/cshr.2008.14.2.014 · Cited by 3 · see citing works
Selection Attributes on Behaviour Intention of Island Tourism : focused on Chuja region
Choi, Y.-B., Boo, C.-S., & Kim, M. (2012) · Journal of Fisheries and Marine Sciences Education · doi:10.13000/jfmse.2012.24.3.406 · Cited by 3 · see citing works
CSR AND FACETS OF VALUE CREATION: THE ROLE OF KEY MODERATORS
Alhouti, S. (2013) · ProQuest Demo Repository · Cited by 3 · see citing works
Linking perceived service quality dimensions, customer satisfaction and perceived value with behavioural intentions in Indian retail banking: an SEM study
Gera, R., & Sebastian, V. J. (2012) · International Journal of Indian Culture and Business Management · doi:10.1504/ijicbm.2012.049341 · Cited by 2 · see citing works
An empirical examination of location-based mobile advertising effectiveness from value perspective
Wang, L., Liu, Y., & Wu, J. (2017) · International Journal of Wireless and Mobile Computing · doi:10.1504/ijwmc.2017.084178 · Cited by 2 · see citing works
Determinants of Consumer’s Intention to Purchase Traditional Indian Apparels
Chaudhry, J. B., & Verma, P. (2020) · Asia-Pacific Journal of Management Research and Innovation · doi:10.1177/2319510x211005661 · Cited by 2 · see citing works
Suitability of Green Dwellings as Residential Options in Times of Recession: The Role of Perceived Value, Benefits, and Barriers
Tsogas, M. H., & Kyriakou, M. (2019) · Developments in marketing science: proceedings of the Academy of Marketing Science · doi:10.1007/978-3-030-02568-7_158 · Cited by 1 · see citing works
From perception to intention: exploring perceived value in Chinese-language podcast platforms
Pan, J., Xin, J., Yu, Z., & Ni, W. (2025) · Chinese Journal of Communication · doi:10.1080/17544750.2025.2467970 · Cited by 1 · see citing works
El valor percibido: una aplicación empírica en clientes industriales de electricidad y gas natural en mercados energéticos liberalizados
Acebrón, C. G., Casielles, R. V., & Argüelles, V. I. (2008) · Consultation of the Doctoral Thesis Database (TESEO) (Ministerio de Educación, Cultura y Deporte) · Cited by 1 · see citing works
Valor Hedonista, Satisfacción y Lealtad: Un Análisis Empírico en un Contexto de Servicios* Hedonic Value, Satisfaction and Loyalty: An Empirical Analysis in a Service Context*
Sánchez‐Fernández, R., Bonillo, M. Á. I., & Criado-Gomis, A. (2010) · Cited by 1 · see citing works
An Analysis on Choice Attributes of Japanese Tourists in Jeju region: using Structural Equation Model
Kim, M., & 부창산 (2009) · Journal of Korea Service Management Society · doi:10.15706/jksms.2009.10.3.010 · Cited by 1 · see citing works
What motivates the reusing intention for SQA sites? - An expectation confirmation model with perceived value
Ma, L., Wang, C., Su, X., Cai, F., & Lin, M. (2017) · International Conference on Service Systems and Service Management · doi:10.1109/icsssm.2017.7996178 · Cited by 1 · see citing works

Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers
Brady, M. K., Robertson, C. J., & Cronin, J. J. (2001) · Journal of International Management · doi:10.1016/s1075-4253(00)00041-7 · Cited by 217 · see citing works
Mensurando o Valor Percebido em Serviços de Alimentação: Uma Pesquisa com Consumidores de Fast Food
Queiroz, A. F., & Finocchio, C. P. S. (2018) · ReMark - Revista Brasileira de Marketing · doi:10.5585/remark.v17i4.3873 · Cited by 8 · see citing works
Service Value and Repurchase Intention in the Egyptian Fast-Food Restaurants: Toward a New Measurement Model
Doeim, A. R., Hassan, T. H., Helal, M. Y. I., Saleh, M. I., Salem, A. E., & Elsayed, M. A. S. (2022) · International Journal of Environmental Research and Public Health · doi:10.3390/ijerph192315779 · Cited by 32 · see citing works
Customer value in Quick-Service Restaurants: A cross-cultural study
Gallarza, M. G., Molina, M. E. R., & Schlosser, C. (2019) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2019.102351 · Cited by 63 · see citing works
Consumer evaluations of fast‐food services: a cross‐national comparison
Lee, M., & Ulgado, F. M. (1997) · Journal of Services Marketing · doi:10.1108/08876049710158358 · Cited by 220 · see citing works

Authors: Brady, M. K., & Robertson, C. J.
Affiliations: Boston College (US)
Northeastern University (US)
ORCID: Robertson, Christopher J.
Venue: International Journal of Service Industry Management
Publisher: Emerald
Published: 1999-12
Volume: 10
Issue: 5
Pages: 469-486
ISSN: 0956-4233 (ISSN-L)
DOI: 10.1108/09564239910289003
OpenAlex: W2004721760
Cited by: 117
References: 40
Citations by year: 2025: 2 · 2024: 1 · 2023: 3 · 2022: 4 · 2021: 6 · 2020: 9 · 2019: 7 · 2018: 1 · 2017: 11 · 2016: 2 · 2015: 6 · 2014: 3 · 2013: 5 · 2012: 6
FWCI: 1.60
Type: journal article
Language: en
Open access: closed
Licence: www.emeraldinsight.com/page/tdm (tdm)
Locations: International Journal of Service Industry Management (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords: service value, service quality, sacrifice, fast food consumers, fast food franchise, cross-cultural comparison, gender differences, purchase behaviour, Latin America, Ecuador, United States

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

An exploratory study of service value in the USA and Ecuador

Abstract

Integrity signals

Claims the paper makes

Claims other papers make about this one

Cites

Cited by

Related

Record

About these checks