CoChat
Sign Up
Cited by 1,518Customer Service Quality and LoyaltyConsumer Behavior and Marketing InfluenceService and Product Innovation

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 10.2307/3172510
Open this paper in CoChat — free account

Abstract

William Boulding, Ajay Kalra, Richard Staelin, Valarie A. Zeithaml, A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions, Journal of Marketing Research, Vol. 30, No. 1 (Feb., 1993), pp. 7-27

Integrity signals

Registry

Crossref · 10.2307/3172510

Cites

Statistics

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

Claims the paper makes

We couldn’t retrieve this paper’s full text, 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?

  • Service quality is positively related to readiness to recommend the company, willingness to pay more, and loyalty.

    “Service quality is found to be positively related to readiness to recommend the company (Boulding et al., 1993; Parasuraman et al., 1991), willingness to pay more as well as loyalty (Zeithaml et al., 1996).”

    From The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context (2013) · cites this paper as Boulding et al., 1993

  • Overall satisfaction is an aggregation of all previous transaction-specific evaluations and is updated after each service encounter.

    “From a different perspective, overall satisfaction is an aggregation of all previous transaction-specific evaluations and is updated after each service encounter (Boulding et al. 1993), like a moving average (Parasuraman, Zeithaml, and Berry 1994).”

    From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Boulding et al. 1993

Cited by

Sorted by citations

Authors
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A.
ORCID
Venue
Journal of Marketing Research
Publisher
JSTOR
Published
1993-02
Volume
30
Issue
1
Pages
7
ISSN
0022-2437 (ISSN-L)
DOI
10.2307/3172510
OpenAlex
W4241862464
Cited by
1,518
References
0
Citations by year
2026: 3 · 2025: 7 · 2024: 17 · 2023: 35 · 2022: 34 · 2021: 41 · 2020: 40 · 2019: 31 · 2018: 52 · 2017: 82 · 2016: 80 · 2015: 82 · 2014: 108 · 2013: 80 · 2012: 100
FWCI
27.69
Type
journal article
Language
en
Open access
closed
Locations
Journal of Marketing Research (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 › Consumer Behavior and Marketing Influence
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Keywords
service quality, dynamic process model, customer expectations, behavioral intention, customer satisfaction, service quality dimensions, consumer behavior

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