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| Author: | Bolton, R. N. Drew, J. H. |
| Title: | A longitudinal analysis of the impact of service changes on customer attitudes. |
| Journal: | Journal of Marketing
1991 : JAN, VOL. 55:1, p. 1-9 |
| Index terms: | CUSTOMERS QUALITY CONSUMER ATTITUDES SERVICE INDUSTRIES CONSUMER SATISFACTION MARKETING MODELS |
| Language: | eng |
| Abstract: | A study was conducted to investigate how customer's evaluation of service quality is influenced by changes in service offerings. A theoretical model of attitude change is developed and tested with data from a field experiment with three waves. Estimates of model coefficients are presented. It is concluded that changes over time in individual customers' ratings of the components of service quality are sensitive to the effects of a service change. In contrast, average ratings of perceived service quality are very stable and change slowly. |
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