search query: @journal_id 69 / total: 714
reference: 30 / 714
| Author: | Zeithaml, V. A. Berry, L. L. Parasuraman, A. |
| Title: | The behavioural consequences of service quality (Verbraucherverhalten) |
| Journal: | Journal of Marketing
1996 : APR, VOL. 60:6, p. 31-46 |
| Index terms: | |
| Freeterms: | KUNDENDIENST, REKLAMATION |
| Language: | eng |
| 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' behavioural responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviours that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers' behavioural intentions show strong evidence of their being influenced by service quality. |
SCIMA