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

The DOI matches its Crossref record; 41 of the 41 references it cites were found in a registry or an index.

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
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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.

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Crossref · 10.1108/09564239910289003

Cites

41 of 41 references verified0 citation errors · 0 not checkable

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Citations

Cites

Research works printed but not linked: 6

  1. 10.2307/1252310 · DOI
  2. Fellman, M.W. (1998), “US market researchers follow their clients south”, Marketing News, Vol. 32 No. 17, pp. 15‐17.
  3. 10.2307/1252160 · DOI · Paper page
  4. Oliver, R.L. (1981), “Measurement and evaluation of satisfaction processes in retail settings”, Journal of Retailing, Vol. 57, pp. 25‐48.
  5. 10.2307/1251430 · DOI · Paper page
  6. 10.2307/1251446 · DOI · Paper page

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Metadata

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 › Marketing › 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

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