Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

• Published in: Journal of retailing 2000-06, Vol.76 (2), p.193-218
• Main Authors: Cronin, J.Joseph, Brady, Michael K, Hult, G.Tomas M
• Format: Article
• Language: English
• Subjects: Consumer behavior; Consumer goods industry; Customer satisfaction; Effects; Marketing; Quality of service; Statistical analysis; Studies
• ISSN: 0022-4359; 1873-3271
• DOI: 10.1016/S0022-4359(00)00028-2

The following study both synthesizes and builds on the efforts to conceptualize the effects of quality, satisfaction, and value on consumers’ behavioral intentions. Specifically, it reports an empirical assessment of a model of service encounters that simultaneously considers the direct effects of these variables on behavioral intentions. The study builds on recent advances in services marketing theory and assesses the relationships between the identified constructs across multiple service industries. Several competing theories are also considered and compared to the research model. A number of notable findings are reported including the empirical verification that service quality, service value, and satisfaction may all be directly related to behavioral intentions when all of these variables are considered collectively. The results further suggest that the indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.