Merging service quality and service satisfaction. An empirical test of an integrative model

Customer evaluations of after-sales service contact modes: An empirical analysis of national culture's consequences

“…From the focus on the service quality concept in the eighties (e.g., Parasuraman et al, 1985), broader conceptual frameworks have been developed to include rival customer evaluative judgments, such as customer satisfaction (e.g., Anderson and Sullivan, 1993;Oliver, 1997). With respect to the relationship between service quality and customer satisfaction, it has been convincingly argued and empirically demonstrated that satisfaction should be viewed as the superordinate construct (De Ruyter et al, 1997;Dabholkar et al, 2000). In other words, there is growing consensus that service quality is an antecedent of satisfaction with services.…”

Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation

“…The concepts of service quality and service satisfaction have been highly considered and used in marketing texts and activities, during previous decades. Marketing researchers have praised the advantages of satisfaction and quality, and have mentioned them as indices of an organization competitive benefit (Ruyter, 1997). On the other hand, service loyalty is one of the most important structures in service marketing, due to its final effect on customers' repeated purchases, and in fact, those loyal customers who purchase repeatedly are considered as the base of any business (Caruana, 2002).…”

Service quality and satisfaction – the moderating role of value

“…Although satisfaction applies to both tangible and intangible goods the emphasis in this study is on the service setting where the concept has been the subject of investigation in many studies (see, for example, Deruyter et al, 1997;Fornell, 1992;Oliver and DeSarbo, 1988;Spreng and Mackoy, 1996). Moreover, many authors make it a point to highlight that service quality and satisfaction are distinct constructs (Bitner, 1990;Bitner and Hubbert, 1994;Boulding et al, 1993;Parasuraman et al, 1988;Taylor and Baker, 1994).…”

“…Empirical evidence for the link is available from a number of studies (cf. Bitner and Hubbert, 1994;Cronin andTaylor, 1992, 1994;Deruyter et al, 1997;Oliver, 1993;Spreng and Mackoy, 1996). Utility theory, which lies at the foundation of modern microeconomic theory, argues for an association between quality and value.…”