Customer-service provider relationships: An empirical test of a model of service quality, satisfaction and relationship-oriented outcomes

International Journal of Service Industry Management

Volumn 9, Issue 2, 1998, Pages 155-168

  Shemwell, Donald J ^a   Yavas, Ugur ^a   Bilgin, Zeynep ^b  

^a EAST TENNESSEE STATE UNIVERSITY   (United States)

^b MARMARA UNIVERSITY   (Turkey)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0032339577     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564239810210505     Document Type: Article

References (33)

1. Anderson, E.W. and Sullivan, M.W. (1993), "The antecedents and consequences of customer satisfaction for firms," Marketing Science, Vol. 12 (Spring), pp. 125-43.
2. Aulakh, P.S. and Kotabe, M. (1993), "An assessment of theoretical and methodological developments in international marketing," Journal of International Marketing, Vol. 1 No. 2, pp. 5-28.
3. Berksoy, T. (1994), Istanbul Halkinin Hizmet Sektorune Donuk Talebi Arastirma Raporu Istanbul Ticaret Odasi, Istanbul.
4. Bitner, M.J. (1990), "Evaluating service encounters: the effects of physical surrounding and employee response," Journal of Marketing, Vol. 54 No. 2, pp. 69-82.
5. Bolfing, C.P. (1989), "How do consumers express dissatisfaction and what can service marketers do about it?", Journal of Services Marketing, Vol. 3 No. 2, pp. 5-23.
6. Bolton, R.N. and Drew, J.H. (1991), "A multistage model of customers' assessments of service quality and value," Journal of Consumer Research, Vol. 17, March, pp. 375-84.
7. Brown, T.J., Churchill, G.A. and Peter, J.P. (1993), "Improving the measurement of service quality," Journal of Retailing, Vol. 67 No. 2, pp. 127-39.
8. Carman, J.M. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions," Journal of Retailing, Vol. 66 No. 1, pp. 33-55.
9. Cronin, J.J. Jr. and Taylor, S.A. (1992), "Measuring service quality: a reexamination and extension," Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
10. Cronin, J.J. Jr. and Taylor, S.A. (1994), "Modeling patient satisfaction and service quality," Journal of Health Care Marketing, Vol. 14 No. 1, pp. 34-44.
11. Dabholkar, P.A. (1995), "Contingency framework for predicting causality between customer satisfaction and service quality," in Sujan, M. and Kardes, F. (Eds), Advances in Consumer Research, Vol. 22, pp. 101-8.
12. Drew, J.H. and Bolton, R.N. (1991), "The structure of customer satisfaction: effects of survey measurement," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 4, pp. 21-31.
13. File, K.M. and Prince, R.A. (1992), "Positive word-of-mouth: customer satisfaction and buyer behaviour," International Journal of Bank Marketing, Vol. 10 No. 1, pp. 25-9.
14. Gelb, B. and Johnson, M. (1995), "Word-of-mouth communication: causes and consequences," Journal of Health Care Marketing, Vol. 15 No. 3, pp. 54-8.
15. Grönroos, C. (1984), "A service quality model and its marketing implications," European Journal of Marketing, Vol. 18 No. 4, pp. 3644.
16. Jayanti, R. (1993), "Affective responses towards service providers: implications for service encounter satisfaction," Health Marketing Quarterly, Vol. 14 No. 1, pp. 46-65.
17. Lynch, J. and Schuler, D. (1990), "Consumer evaluation of the quality of hospital services from an economics of information perspective," Journal of Health Care Marketing, Vol. 10 No. 2, pp. 16-22.
18. McAlexander, J.H., Kaldenberg, D.O. and Koenig, H.F. (1994), "Service quality measurement: examination of dental practices sheds more light on the relationships between service quality, satisfaction, and purchase intentions in a health care setting," Journal of Health Care Marketing, Vol. 14 No. 3, pp. 34-40.
19. Malhotra, N.K., Ugado, F.M., Agarwal, J. and Baalbaki, I.B. (1994), "A comparative evaluation of the dimensions of service quality between developed and developing countries," International Marketing Review, Vol. 11 No. 2, pp. 5-15.
20. Mano, H. and Oliver, R.L. (1993), "Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction," Journal of Consumer Research, Vol. 20 No. 3, pp. 451-66.
21. Nunnally, J.C. (1978), Psychometric Theory, McGraw-Kill, New York, NY.
22. Oliver, R.L. (1981), "Measurement and evaluation of satisfaction process in retail settings," Journal of Retailing, Vol. 57 No. 3, pp. 25-48.
23. Oliver, R.L. (1993), "A conceptual model of service quality and service satisfaction: compatible goals, different concepts," in Swartz, T.A., Bowen, D.A. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Volume 2, JAI Press, pp. 65-85.
24. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality," Journal of Retailing, Vol. 64 No. 1, pp. 12-37.
25. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991), "Refinement and reassessment of the SERVQUAL scale," Journal of Retailing, Vol. 67 No. 4, pp. 12-37.
26. Shemwell, D.J. and Cronin, J.J. (1995), "Trust and commitment in customer/service-provider relationships: analysis of differences across service types and between sexes," Journal of Customer Service in Marketing and Management, Vol. 1 No. 2, pp. 65-75.
27. Shemwell, D.J., Cronin, J.J. and Bullard, W.R. (1994), "Relational exchange in services: an empirical investigation of ongoing customer/service provider relationships," International Journal of Service Industry Management, Vol. 5 No. 3, pp. 57-68.
28. Singh, J. and Wilkes, R.E. (1991), "Industry characteristics and consumer dissatisfaction," Journal of Consumer Affairs, Vol. 25 No. 1, pp. 49-56.
29. Singh, J. and Wilkes, R.E. (1996), "When consumers complain: a path analysis of the key antecedents of consumer complaint response estimates," Journal of the Academy of Marketing Science, Vol. 24 No. 4, pp. 350-65.
30. Spreng, R.A. and R.D. Mackoy (1996), "An empirical examination of a model of perceived service quality and satisfaction," Journal of Retailing, Vol. 72 No. 2, pp. 201-14.
31. Teas, K.R. (1993), "Expectations, performance evaluation, and consumers' perceptions of quality," Journal of Marketing, Vol. 57 No. 4, pp. 18-34.
32. Yavas, U. and Shemwell, D.J. (1996), "Competing for patients and profit," Journal of Health Care Marketing, Vol. 16 No. 2, pp. 30-7.
33. Yi, Y.J. (1990), "A critical review of consumer satisfaction," in Zeithaml, V. (Ed.), Review of Marketing, American Marketing Association, Chicago, pp. 68-123.