Some problems when adopting Churchill's paradigm for the development of service quality measurement scales

Journal of Business Research

Volumn 46, Issue 2, 1999, Pages 109-120

  Smith, Anne M ^a  

^a UNIVERSITY OF GLASGOW   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0033211611     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0148-2963(98)00015-0     Document Type: Article

References (74)

1. Asubonteng, P., McCleary, K. J., and Swan, J. E.: SERVQUAL Revisited: A Critical Review of Service Quality. The Journal of Services Marketing 10(6) (1996): 62-81.
2. Babakus, E., and Boller, G. W.: An Empirical Assessment of the SERVQUAL Scale. Journal of Business Research 24 (1992): 253-268.
3. Bagozzi, R. P., and Yi, Y.: Multitrait-Multimethod Matrices in Consumer Research. Journal of Consumer Research 17(4) (March, 1991): 426-439.
4. Bitner, M. J., and Hubbert, A. R.: Encounter Satisfaction versus Overall Satisfaction versus Service Quality: The Consumer's Voice, in Service Quality: New Directions in Theory and Practice, Rust, R. T. and Oliver, R. L., eds., Sage Publications, Newbury Park, CA. 1994.
5. Bolter, V., and Horler, A.: Consumer Views of Clinic Service. British Journal of Family Planning 8(1) (1982): 11-15.
6. Bolton, R. N., and Drew, J. H.: A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes. Journal of Marketing 55 (January 1991a): 1-9.
7. Brown, T. J., Churchill, G. A. Jr., and Peter, J. P.: Improving the Measurement of Service Quality. Journal of Retailing 69(1) (Spring 1993): 127-139.
8. Campbell, D. T., and Fiske D. W.: Convergent and Discriminant Validation by the Multitrait-Multimethod Matrix. Psychological Bulletin 56 (1959): 81-105.
9. Campbell, D. T.: Recommendations for APA Test Standards Regarding Construct, Trait and Discriminant Validity. American Psychologist 15 (August 1960): 546-553.
10. Carman, J. M.: Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions. Journal of Retailing 66(1) (Spring 1990): 33-55.
11. Chaiken, S., and Stangor, C.: Attitudes and Attitude Change, Vol. 38. Annual Review of Psychology (1987): pp. 575-630.
12. Churchill, G. A. Jr.: A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research XVI (February 1979): 64-73.
13. Churchill, G. A. Jr., and Peter, J. P.: Research Design Effects on the Reliability of Rating Scales: A Meta-Analysis. Journal of Marketing Research XXI (November 1984): 360-375.
14. Cote, J. A., and Buckley, M. R.: Estimating Trait, Method, and Error Variance: Generalizing across 70 Construct Validation Studies. Journal of Market Research 24 (August 1987): 315-318.
15. Cote, J. A., and Buckley, M. R.: Measurement Error and Theory Testing in Consumer Research: An Illustration of the Importance of Construct Validation. Journal of Consumer Research 14 (March 1988): 579-582.
16. Cronbach, L. J. (1951): cited in Churchill, G. A. Jr.: A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research XVI (February 1979).
17. Cronin, J. J., and Taylor, S. A.: Measuring Service Quality: A Reexamination and Extension. Journal of Marketing 56 (July 1992): 55-68.
18. Cronin, J. J., and Taylor, S. A.: SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing 58 (January 1994): 125-131.
19. Finn, D. W., and Lamb, C. W.: An Evaluation of the SERVQUAL Scales in a Retailing Setting. Advances in Consumer Research 18 (1991): 483-490.
20. Fitzpatrick, R.: Measurement of Patient Satisfaction, in Measuring the Outcomes of Medical Care, A. Hopkins, and D. Constain, eds., The Royal College of Physicians of London, Kings Fund Centre for Health Services Development. 1990. ch. 2.
21. Gabbott, M., and Hogg, G.: The Glory of Stories: Using Critical Incidents to Understand Service Evaluation in the Primary Healthcare Context. Journal of Marketing Management 12(6) (1996): 493-503.
22. Gerbring, D. W., and Anderson, J. C.: An Updated Paradigm for Scale Development Incorporating Unidimensionality and its Assessment. Journal of Marketing Research 25 (May 1988): 186-192.
23. Greenleaf, E. A.: Improving Rating Scale Measures by Detecting and Correcting Bias Components in Some Response Styles. Journal of Marketing Research XXIX (May 1992a): 176-188.
24. Greenleaf, E. A.: Measuring Extreme Response Style. Public Opinion Quarterly 56 (1992b): 328-351.
25. Harman, H. H.: Modern Factor Analysis, 3rd Edition, The University of Chicago Press, Chicago, IL. 1976.
26. Heeler, R. M., and Ray, M. L.: Measure Validation in Marketing. Journal of Marketing Research IX (November 1972): 361-370.
27. Holbrook, M. B.: The Nature of Customer Value: An Axiology of Services in the Consumption Experience, in Service Quality: New Directions in Theory and Practice, Sage Publications, Newbury Park, CA. 1994, ch. 2.
28. Holbrook, M. B., and Corfman, K. P.: Quality and Value in the Consumption Experience: Phaedrus Rides Again, in Perceived Quality, J. Jacob, and J. Olsen, eds., Lexington, MA. 1985. pp. 31-57.
29. Howell, D. C.: Statistical Methods for Psychology, 3rd ed., Duxbury Press, Belmont, CA. 1992.
30. Jacoby, J. Consumer Research: A State of the Art Review. Journal of Marketing 42 (April 1978): 87-96.
31. Leathard, A.: Consumer Views and Family Planning Perspectives, The Family Planning Association, London. 1987.
32. Lovelock, C. H.: Classifying Services to Gain Strategic Marketing Insights, in Managing Services, Marketing, Operations and Human Resources, C. H. Lovelock, ed., Prentice-Hall, Englewood Cliffs, NJ. 1988. pp. 44-57.
33. Mangold, W. G., and Babakus, E.: Service Quality: The Front Stage vs. the Back Stage Perspective. Journal of Services Marketing 5(4) (Fall 1991): 59-70.
34. Mattson, J.: Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-disciplinary Review. The Service Industries Journal 14 (January 1994): 45-61.
35. McDougall, G. H. G., and Levesque, T. J.: A Revised View of Service Quality Dimensions: An Empirical Investigation. Journal of Professional Services Marketing II (1) (1994): 189-209.
36. Nunnally, J. C. (1967) cited in Churchill, G. A. Jr.: A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research XVI (February 1979).
37. Oliver, R. L.: Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing 57 (3) (Fall 1981): 25-48.
38. Oliver, R. L.: Processing of the Satisfaction Response in Consumption: A Suggested Framework and Research Propositions. Journal of Satisfaction, Dissatisfaction and Complaining Behaviour 2 (1989): 1-16.
39. Oliver, R. L.: A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts, in Advances in Services Marketing and Management, Vol. 2, T. A. Swartz, P. E. Bowen and S. W. Brown eds., JAI Press, Greenwich, CT. 1993. pp. 65-85.
40. Owtram, M. T.: An Examination of the Construct of Consumer Satisfaction, Ph.D. thesis, Manchester School of Management, UMIST, Manchester, UK. (October 1989): unpublished.
41. Parasuraman, A., Berry, L. L., and Zeithaml, V. A.: Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing 67 (4, Winter 1991): 420-450.
42. Parasuraman, A., Zeithaml, V. A., and Berry, L. L.: A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing 49 (Fall 1985): 41-50.
43. Parasuraman, A., Zeithaml, V. A., and Berry, L. L.: SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64 (1, Spring 1988): 14-40.
44. Parasuraman, A., Zeithaml, V. A., and Berry, L. L.: Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research. Journal of Marketing 58 (January 1994a): 111-124.
45. Parasuraman, A., Zeithaml, V. A., and Berry, L. L.: Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. Journal of Retailing 70(3) (1994b): 201-230.
46. Parasuraman, A., Zeithaml, V. A., and Berry, L. L.: Moving Forward in Service Quality Research: Measuring Different Customer-Expectation Levels, Comparing Alternative Scales, and Examining the Performance-Behavioral Intentions Link. Marketing Science Institute, Working Paper, Report No. 94-114 (September 1994c).
47. Payne, R.: 2b or not 2b? British Academy of Management Newsletter (June 1993). p. 7.
48. Peter, J. P.: Construct Validity: A Review of Basic Issues and Marketing Practices. Journal of Marketing Research XVIII (May 1981): 133-145.
49. Peter, J. P., Gilbert, A. C. Jr., and Brown, T. J.: Caution in the Use of Difference Scores in Consumer Research. Journal of Consumer Research 19 (March 1993): 655-662.
50. Peterson, R. A., and Wilson, W. R.: Measuring Customer Satisfaction: Fact and Artifact. Journal of the Academy of Marketing Science 20 (Winter 1992): 61-71.
51. Prakash, V.: Validity and Reliability of the Confirmation of Expectations Paradigm as a Determinant of Consumer Satisfaction. Journal of the Academy of Marketing Science 12 (Fall 1984): 63-76.
52. Reynolds, N., Diamantopoulus, A., and Schlegelmilch, B.: Pretesting in Questionnaire Design: A Review of the Literature and Suggestions for Further Research. Proceedings of the 1992 Annual Conference: Marketing Education Group, Marketing in the New Europe and Beyond. University of Salford (1992): 277-289.
53. Richard, M. D., and Allaway, A. W.: Service Quality Attributes and Choice Behaviour. Journal of Services Marketing 7 (1993): 59-68.
54. Robertson, I. T., Cooper, C. L., and Williams, J.: The Validity of the Occupational Stress Indicator. Work and Stress (1) (1990): 29-39.
55. Rust, R. T., and Oliver, R. L.: Service Quality: Insights and Managerial Implications from the Frontier, in Service Quality: New Directions in Theory and Practice, Sage Publications, Newbury Park, CA. 1994. ch. 1.
56. Shostack, L.: Service Positioning through Structural Change. Journal of Marketing 51 (January 1987): 34-43.
57. Singh, J.: Understanding the Structure of Consumers' Satisfaction Evaluations of Service Delivery. Journal of the Academy of Marketing Science 19(3) (1991): 223-244.
58. Smith, A. M.: Measuring Service Quality: Is SERVQUAL Now Redundant? Journal of Marketing Management 11(1-3) (Jan.-April 1995): 257-276.
59. Smith, A. M.: Elderly Consumers' Evaluation of Service Quality. Marketing Intelligence and Planning 11(4) (1993): 13-19.
60. Smith, A. M.: The Consumer's Evaluation of Service Quality: Some Methodological Issues: Marketing Education Group, 25th Annual Conference Proceedings, University of Salford (July 1992): 633-648.
61. Smith, R. B., Bloom, P. N., and Davis, K. S.: Research on Patient Satisfaction: Potential Directions, in Advances in Consumer Research, Vol. 13, R. Lutz, ed., Michigan Association for Consumer Research, Ann Arbor, MI. 1986. pp. 321-326.
62. Snowden, R.: Consumer Choices in Family Planning: The Clinic and the GP: Cooperation or Competition?, Family Planning Association, London. November 1985.
63. Soliman, A. A.: Assessing the Quality of Health Care: A Consumerist Approach. Health Marketing Quarterly 10(1/2) (1992): 121-141.
64. Taylor, S. A., and Baker, T. L.: An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions. Journal of Retailing 70(2) (1994): 163-178.
65. Teas, R. K.: Expectations, Performance Evaluation, and Consumers' Perceptions of Quality. Journal of Marketing 57 (October 1993b): 18-34.
66. Vogels, R., Lemmink, J., and Kasper, H.: Some Methodological Remarks on the SERVQUAL Model, in Marketing Thought and Practice in the 1990s, G. J. Avlonitis, N. K. Papavasitiou, and A. G. Kouremenos, eds., European Marketing Academy Conference, Greece. 1989.
67. Wall, T. D., and Payne, R.: Are Deficiency Scores Deficient? Journal of Applied Psychology 58 (1973): 322-326.
68. Ware, J. E., Snyder, M. K., Wright, W. R., and Davies, A. R.: Defining and Measuring Patient Satisfaction with Medical Care. Evaluation and Program Planning 6 (1983): 247-263.
69. Westbrook, R. A.: A Rating Scale for Measuring Product/Service Satisfaction. Journal of Marketing 44 (Fall 1980): 68-72.
70. Westbrook, R. A., and Oliver, R. L.: Developing Better Measures of Consumer Satisfaction: Some Preliminary Results. Advances in Consumer Research, Vol. 8, Kent B. Monroe, ed., Ann Arbor, MI: Association for Consumer Research. 1981. pp. 94-99.
71. Westley, F., and Mintzberg, H.: Visionary Leadership and Strategic Management. Strategic Management Journal 10 (1989): 17-32.
72. White, B., Robertson, I., and Lewis, B.: A Survey of Patient Satisfaction with General Practitioner Services. Manchester School of Management, UMIST, unpublished, (June 1993).
73. Wirtz, J., and Bateson, J. E. G.: An Experimental Investigation of Halo Effects in Satisfaction Measures of Service Attributes. International Journal of Service Industry Management 6(3) (1995): 84-102.
74. Woodside, A. G., Frey, L. L., and Daly, R. T.: Linking Service Quality, Customer Satisfaction, and Behavioral Intention. Journal of Health Care Marketing 9 (December 1989): 5-17.