The Behavioral Consequences of Service Quality  

Oleh:

Berry, Leonard L. ; Zeithaml, Valarie A. ; Parasuraman, A.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Marketing (EBSCO) vol. 60 no. 2 (1996), page 31-46.
Topik: service quality; behavioural; consequences; service quality

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ94.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers' behavioural responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviours that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers' behavioural intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality - intentions link across different dimensions of behavioural intentions. The authors' discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.

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