Abstract

If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers' behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers' behavioral 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 behavioral intentions. The authors' discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.

Keywords

Service qualityQuality (philosophy)Service (business)Conceptual modelMarketingEmpirical researchPsychologyBusinessBehavioral modelingEmpirical evidenceComputer science

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Publication Info

Year
1996
Type
article
Volume
60
Issue
2
Pages
31-31
Citations
8625
Access
Closed

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Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman (1996). The Behavioral Consequences of Service Quality. Journal of Marketing , 60 (2) , 31-31. https://doi.org/10.2307/1251929

Identifiers

DOI
10.2307/1251929