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

Journal of Economic Psychology

Volumn 18, Issue 4, 1997, Pages 387-406

  De Ruyter, Ko ^a   Bloemer, José ^b   Peeters, Pascal ^a  

^a MAASTRICHT UNIVERSITY   (Netherlands)

^b HASSELT UNIVERSITY   (Belgium)

Author keywords

Health care; Satisfaction; Service quality

Indexed keywords

EID: 0031161244     PISSN: 01674870     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0167-4870(97)00014-7     Document Type: Article

References (40)

1. Anderson, E.W., Fornell, C., 1994. A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology 12, 267-286.
2. Bitner, M.J., Hubbert, A.R., 1994. Encounter satisfaction versus overall satisfaction versus quality: the customer's voice. In: Rust, R.T., Oliver, R.L., (Eds.), Service Quality: New Directions in Theory and Practice. Sage, London, pp. 72-94.
3. Bloemer, J.M.M., 1993. Loyaliteit en Tevredenheid (Loyalty and Satisfaction). Datawyse, Maastricht.
4. Bolton, R.N., Drew, J.H., 1991. A multistage model of customer's assessment of service quality and value. Journal of Consumer Research 17 (4), 365-384.
5. Boulding, W., Kalra, A., Staelin, R., Zeithaml, V.A., 1993. A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research 30, 7-27.
6. Churchill, G.A., Surprenant, C., 1982. An investigation into the determinants of customer satisfaction. Journal of Marketing Research 19, 491-504.
7. Cronin, J.J. Jr., Taylor, S.A., 1992. Measuring service quality: A reexamination and extension. Journal of Marketing 56, 55-68.
8. DeSarbo, W.S., Oliver, R.L., Rangaswamy, A., 1989. A simulated annealing methodology for clusterwise linear regression. Psychometrika 54, 707-736.
9. Festinger, L.A., 1957. A Theory of Cognitive Dissonance. Stanford University Press, Stanford, CA.
10. Johnson, M.D., Fornell, C., 1991. A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology 12, 267-286.
11. Grönroos, C., 1982. Strategic Management and Marketing in the Service Sector. Swedish School of Economics and Business Administration, Helsingfors.
12. Iacobucci, D., Grayson, K.A., Ostrom, A.L., 1994. The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration. In: Swartz, A.T., Bowen, D.E., Brown, S.W. (Eds.), Advances in Services Marketing and Management, Vol. 3. JAI Press, Greenwich, CT, pp. 1-67.
13. Manga, P., Angus, D., Papadopoulos, C., Swan, W., 1993. The Effectiveness and Cost-effectiveness of Chiropractic Management of Low-back Pain. Kenilworth, Ontario.
14. Meade, T.W., Dyer, S., Browne, W., Townsend, J., Frank, A.O., 1990. Low back pain of mechanical origin: Randomised comparison of chiropractic and hospital outpatient treatment. British Medical Journal 300, 310.
15. Mentzer, J.T., Bienstock, C.C., Kahn, B.K., 1993. Customer satisfaction/service quality research: The defense logistics agency. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 6, 43-49.
16. Oliva, T.A., Oliver, R.L., MacMillan, I.C., 1992. A catastrophe model for developing service satisfaction strategies. Journal of Marketing 56, 83-95.
17. Oliver, R.L., 1980. A cognitive model of antecedents and consequences of satisfaction decisions. Journal of Marketing Research 27, 460-469.
18. Oliver, R.L., 1981. Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing 57, 25-47.
19. Oliver, R.L., 1989. Processing of the satisfaction response in consumption: a suggested framework and research propositions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 2, 1-16.
20. Oliver, R.L., 1993. A conceptual model of service quality and service satisfaction: Compatible goals, different concepts. In: Swartz, A.T., Bowen, D.E., Brown, S.W. (Eds.), Advances in Services Marketing Management, Vol. 2. JAI Press, Greenwich, CT, pp. 65-85.
21. Oliver, R.L., 1994. Conceptual issues in the structural analysis of consumption emotion, satisfaction and quality: Evidence in a service setting. Advances in Consumer Research 21, 16-22.
22. Oliver, R.L., DeSarbo, W.S., 1988. Response determinants in satisfaction judgments. Journal of Consumer Research 14, 495-507.
23. Oliver, R.L., Swan, J.E., 1989. Equity and disconfirmation perceptions as influences on merchant and product satisfaction. Journal of Consumer Research 16, 372-383.
24. Parasuraman, A., Berry, L.L., Zeithaml, V.A., 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing 49, 41-50.
25. Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1988. SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing 64, 12-40.
26. Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1994. Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing 58, 111-124.
27. Parasuraman, A., 1995. Measuring and monitoring service quality. In: Glynn, W.J., Barnes, J.G. (Eds.), Understanding Services Management. Wiley, Chichester, pp. 143-169.
28. Patterson, P.G., Johnson, L.W., 1993. Disconfirmation of expectations and the gap model of service quality: An integrated paradigm. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 6, 90-99.
29. Rust, R.T., Oliver, R.L., 1994. Service quality: Insights and managerial implications from the frontier. In: Rust, R.T., Oliver, R.L. (Eds.), Service Quality: New Directions in Theory and Practice. Sage, London, pp. 1-19.
30. Rust, R.T., Zahorík, A.J., 1993. Customer satisfaction, customer retention and market share. Journal of Retailing 69, 193-215.
31. Strandvik, T., Liljander, V., 1994. A comparison of episode performance and relationship performance for a discrete service. Paper presented at the 3rd Service Marketing Workshop, Berlin, Germany.
32. Taylor, S.A., Baker, T.L., 1994a. An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing 70, 163-178.
33. Taylor, S.A., Baker, J.J., 1994b. Modeling patient satisfaction and service quality. Journal of Health Care Marketing 14, 34-44.
34. Taylor, S.A., Cronin, J.J. Jr., 1994. Modeling patient satisfaction and service quality. Journal of Health Care Marketing 14, 34-44.
35. Teas, R.K., 1993. Expectations, performance evaluation and consumer's perceptions of quality. Journal of Marketing 57, 18-34.
36. Tse, D.K., Wilton, P.C., 1988. Models of consumer satisfaction formation: An extension. Journal of Marketing Research 25, 204-212.
37. Woodruff, R.B., Cadotte, E.R., Jenkins, R.L., 1983. Modeling consumer satisfaction processes using experience based norms. Journal of Marketing Research 20, 296-304.
38. Zeithaml, V.A., Parasuraman, A., Berry, L.L., 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. The Free Press, New York.
39. Zeithaml, V.A., Berry, L.L., Parasuraman, A., 1991. The nature and determinants of customer expectations of service. Marketing Science Institute Working Paper, Report 91-113.
40. Zeithaml, V., Berry, L.L., Parasuraman, A., 1993. The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Service 21, 1-12.