The DOI matches its Crossref record; 16 of the 16 references it cites were found in a registry or an index.
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach
Abstract
Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.
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Cites
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
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
Hu, L., & Bentler, P. M. (1999) · Structural Equation Modeling A Multidisciplinary Journal · doi:10.1080/10705519909540118 · Cited by 108,788
Structural equation modeling in practice: A review and recommended two-step approach
Anderson, J. C., & Gerbing, D. W. (1988) · Psychological Bulletin · doi:10.1037/0033-2909.103.3.411 · Cited by 41,941
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 Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
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The Behavioral Consequences of Service Quality
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Servicescapes: The Impact of Physical Surroundings on Customers and Employees
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Cited by
E‐service quality: a model of virtual service quality dimensions
Santos, J. (2003) · Managing Service Quality: An International Journal · doi:10.1108/09604520310476490 · Cited by 1,542
Ryu, K., Lee, H., & Gon Kim, W. (2012) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596111211206141 · Cited by 1,254
Measuring Service Quality in E-Retailing
Collier, J. E., & Bienstock, C. C. (2006) · Journal of Service Research · doi:10.1177/1094670505278867 · Cited by 1,051
Can a Retail Web Site Be Social?
Wang, L. C., Baker, J., Wagner, J. A., & Wakefield, K. (2007) · Journal of Marketing · doi:10.1509/jmkg.71.3.143 · Cited by 672
An expanded servicescape perspective
Rosenbaum, M. S., & Massiah, C. (2011) · Journal of Service Management · doi:10.1108/09564231111155088 · Cited by 601
Metadata
- Authors
- Brady, M. K., & Cronin, J. J.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2001-07
- Volume
- 65
- Issue
- 3
- Pages
- 34-49
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2175227141
- Cited by
- 3,530
- References
- 16
- FWCI
- 53.01
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
