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Cited by 3,416

The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.

A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

Boulding, William, Kalra, Ajay, Staelin, Richard, Zeithaml, Valarie A.·1993·Journal of Marketing Research
DOI 10.1177/002224379303000102
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Abstract

Relying on a Bayesian-like framework, the authors develop a behavioral process model of perceived service quality. Perceptions of the dimensions of service quality are viewed to be a function of a customer's prior expectations of what will and what should transpire during a service encounter, as well as the customer's most recent contact with the service delivery system. These perceptions of quality dimensions form the basis for a person's overall quality perception, which in turn predicts the person's intended behaviors. The authors first test this model with data from a longitudinal laboratory experiment. Then they develop a method for estimating the model with one-time survey data, and reestimate the model using such data collected in a field study. Empirical findings from the two tests of the model indicate, among other things, that the two different types of expectations have opposing effects on perceptions of service quality and that service quality perceptions positively affect intended behaviors.

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Cites

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Citations

Cites

Show all 4 references

Research works printed but not linked: 35

  1. Amemiya Takeshi, 1985, Advanced Econometrics.
  2. AndersonEugene W., and SullivanMary W. (1990), “Customer Satisfaction and Retention Across Firms,” presentation at the TIMS College of Marketing Special Interest Conference on Services Marketing, Nashville, TN (September).
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  5. 10.1086/208564 · DOI
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  7. Boulding William, 1992, “Conceptualizing and Testing a Dynamic Process Model of Service Quality,”
  8. 10.1177/002224378702400307 · DOI
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  10. 10.1177/002224378201900410 · DOI · Paper page
  11. Day Ralph L., 1977, Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, 153
  12. Forbes J. D., 1986, Advances in Consumer Research, 13, 658
  13. Garvin David A., 1987, Harvard Business Review, 65, 101
  14. Gilly Mary C., 1979, New Dimensions of Consumer Satisfaction and Complaining Behavior, 99
  15. Gilly Mary C., 1983, International Fare in Consumer Satisfaction and Complaining Behavior, 10
  16. 10.1086/209007 · DOI
  17. Holbrook Morris B., 1985, Perceived Quality, 31
  18. Kalra Ajay, 1992, “An Empirical Validation and Transaction-Level Investigation of an Expectations-Based Process Model of Service Quality,”
  19. LaTour Stephen A., 1979, Advances in Consumer Research, 6, 431
  20. 10.1086/209260 · DOI
  21. Maynes E. Scott, 1976, Household Production and Consumption, 40, 529
  22. Miller John A., 1977, Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, 72
  23. 10.1037/0021-9010.62.4.480 · DOI · Paper page
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  25. Parasuraman A., 1990, “An Empirical Examination of Relationships in an Extended Service Quality Model,”
  26. 10.1177/002224298504900403 · DOI · Paper page
  27. Parasuraman A., 1988, Journal of Retailing, 64, 12
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  29. Swan John E., 1980, New Findings on Consumer Satisfaction and Complaining, 15
  30. Swan John E., 1981, Journal of Retailing, 57, 49
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  32. Wilton Peter C., 1986, European Research, 14, 4
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  35. Zeithaml Valarie A., 1991, “The Nature and Determinants of Customer Expectations of Service,”

Cited by

Metadata

Authors
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A.
Venue
Journal of Marketing Research
Publisher
SAGE Publications
Published
1993-02
Volume
30
Issue
1
Pages
7-27
ISSN
  • 0022-2437 (ISSN-L)
  • 1547-7193
DOI
10.1177/002224379303000102
OpenAlex
W2081774187
Cited by
3,416
References
4
FWCI
53.52
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)

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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.