The behavioral consequences of service quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman

Research output: Contribution to journalArticle

5284 Scopus citations

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' behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers' behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors' discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.

Original languageEnglish (US)
Pages (from-to)31-46
Number of pages16
JournalJournal of Marketing
Volume60
Issue number2
DOIs
StatePublished - Apr 1996
Externally publishedYes

ASJC Scopus subject areas

  • Business and International Management
  • Marketing

Fingerprint Dive into the research topics of 'The behavioral consequences of service quality'. Together they form a unique fingerprint.

  • Cite this