The Roles of Service Quality, Consumer Satisfaction, and Value in Quinn’s (1992) Paradigm of Services

The existing literature strongly supports the notion that consumer perceptions of service quality, consumer satisfaction, and service value are fundamentally linked to organizational strategies and performance. In continuing this important research stream, Quinn (1992) recently presents a paradigm of service-firm strategies which shows great promise for incorporation in marketing-based strategic research. However, a limitation in the applicability of Quinn’s (1992) paradigm involves how service quality is conceptualized and operationalized in the development of the paradigm. The outcome of this limitation may be an inability to adequately capture the domains of not only service quality, but also consumer satisfaction and value in marketing models based on Quinn’s paradigm. The following paper reconciles Quinn’s (1992) paradigm with the emerging marketing-based service quality and satisfaction literatures through the development of a conceptual model of consumer decision-making in service environments. Mar...

[1]  Orville C. Walker,et al.  Marketing Strategy - Planning and Implementation , 1995 .

[2]  Gilbert A. Churchill,et al.  Improving the measurement of service quality , 1993 .

[3]  A. Parasuraman,et al.  The nature and determinants of customer expectations of service , 1993 .

[4]  Karen H. Smith,et al.  Some Effects of Schematic Processing on Consumer Expectations and Disconfirmation Judgments , 1992 .

[5]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[6]  Emin Babakus,et al.  An empirical assessment of the SERVQUAL scale , 1992 .

[7]  C. Grönroos.  Service Management and Marketing: Managing the Moments of Truth in Service Competition , 1992 .

[8]  Anil K. Gupta,et al.  Knowledge Flows and the Structure of Control Within Multinational Corporations , 1991 .

[9]  R. Oliver,et al.  The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction , 1991 .

[10]  Ruth N. Bolton,et al.  A Multistage Model of Customers' Assessments of Service Quality and Value , 1991 .

[11]  James L. Heskett,et al.  Service Breakthroughs: Changing the Rules of the Game (Прорыв в сфере услуг: изменение правил игры) , 1990 .

[12]  Mary Jo Bitner,et al.  Evaluating service encounters: The effects of physical surroundings and employee responses. , 1990 .

[13]  J. Carman.  Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions , 1990 .

[14]  A. Woodside,et al.  Linking service quality, customer satisfaction, and behavioral intention. , 1989, Journal of health care marketing.

[15]  Stephen W. Brown,et al.  A Gap Analysis of Professional Service Quality , 1989 .

[16]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .

[17]  H. P. Sims,et al.  The Thinking Organization: Dynamics of Organizational Social Cognition. , 1988 .

[18]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[19]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[20]  R. Oliver.  A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions , 1980 .