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Cited by 10,628

The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.

Measuring Service Quality: A Reexamination and Extension

Cronin, J. Joseph, Taylor, Steven A.·1992·Journal of Marketing
DOI 10.1177/002224299205600304
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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.

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Citations

Cites

Show all 5 references

Research works printed but not linked: 25

  1. BatesonJohn E. (1989), Managing Services Marketing. London: Dryden Press.
  2. 10.1177/002224299005400206 · DOI · Paper page
  3. BlackistonG. Howland (1988), “Service Industries: A Renaissance in Quality,” Executive Excellence, 5 (9), 9–10.
  4. 10.1177/002224299105500101 · DOI · Paper page
  5. BoltonRuth N. and DrewJames H. (1991b), “A Multistage Model of Customers’ Assessments of Service Quality and Value,” Journal of Consumer Research, 17 (March), 375–84.
  6. 10.1177/002224298905300207 · DOI · Paper page
  7. CarmanJames M. (1990), “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” Journal of Retailing, 66 (1), 33–55.
  8. CohenJoel B., FishbeinMartin, and AhtolaOlli T. (1972), “The Nature and Uses of Expectancy-Value Models in Consumer Attitude Research,” Journal of Marketing Research, 9 (November), 456–60.
  9. CoundDana M. (1988), “What Corporate Executives Think About Quality: The Results of the 1987 Gallup Survey,” Quality Progress, 21 (2), 20–3.
  10. CravensDavid W. (1988), “The Marketing of Quality,” Incentive, 162 (11), 26–34.
  11. CrosbyPhilip B. (1979), Quality Is Free: The Art of Making Quality Certain. New York: American Library.
  12. GarvinDavid A. (1983), “Quality on the Line,” Harvard Business Review, 61 (September-October), 65–73.
  13. 10.1038/scientificamerican0381-48 · DOI
  14. GronroosChristian (1990), Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington, MA: Lexington Books.
  15. HeskettJames L., SasserW. EarlJr., and HartChristopher W. L. (1990), Service Breakthroughs: Changing the Rules of the Game. New York: The Free Press.
  16. KoeppStephen (1987), “Pul-eeze! Will Somebody Help Me?” Time (February 2), 28–34.
  17. LangevinRoger C. (1988), “Service Quality: Essential Ingredients,” Review of Business, 9 (3), 3–5.
  18. 10.1086/208614 · DOI
  19. 10.1177/002224298504900403 · DOI · Paper page
  20. 10.1177/002224296603000407 · DOI · Paper page
  21. RudieMary J. and WansleyH. Brant (1985), “The Merrill Lynch Quality Program,” in Services Marketing in a Changing Environment, BlochThomas, UpahGregory, and ZeithamlValarie A., eds. Chicago: American Marketing Association.
  22. 10.1108/eb039213 · DOI
  23. ThompsonPhillip, DeSouzaGlenn, and GaleBradley T. (1985), The Strategic Measurement of Quality. Cambridge, MA: The Strategic Planning Institute, PIMSLETTER, No. 33.
  24. WoodruffRobert B., CadotteErnest R., and JenkinsRoger L. (1983), “Modeling Consumer Satisfaction Processes Using Experience-Based Norms,” Journal of Marketing Research, 20 (August), 296–304.
  25. ZeithamlValarie A., ParasuramanA., and BerryLeonard L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.

Cited by

Metadata

Authors
Cronin, J. J., & Taylor, S. A.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1992-07
Volume
56
Issue
3
Pages
55-68
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1177/002224299205600304
OpenAlex
W2028809046
Cited by
10,628
References
5
FWCI
103.10
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)

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