Mediating, Interactive, and Non-linear Effects in Service Quality and Satisfaction with Services Research

By Gordon L. Fullerton, Shirley Taylor. 2009

179 citations recorded by the source corpus.

Subfields: General Health Professions, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/876ae50f3c094e3cae266e9b71a29e1470bf1914

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In General Health Professions

1. Shpëtim Çerri
2. F. Economie
3. N. Scott

In Marketing

1. Shpëtim Çerri
2. P. Ding
3. Jianyu Ma
4. Jun Gao
5. F. Economie
6. N. Scott

In Organizational Behavior and Human Resource Management

1. Shpëtim Çerri
2. P. Ding
3. Jianyu Ma
4. Jun Gao
5. F. Economie
6. N. Scott

Citations in the corpus

• Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences (2017, background): “Some studies regard delight as an extreme form of satisfaction (Fullerton & Taylor, 2002; Ngobo, 1999) which may have a non-linear effect on behavioral intentions (Keiningham & Vavra, 2001; Rust & Oliver, 2000).”
• Relationship Quality and the Theory of Planned Behavior Models of Behavioral Intentions and Purchase Behavior (2008, background): “…Cannon, 1997; Morgan and Hunt, 1994; Ganesan, 1994), commitment (e.g. Harrison-Walker, 2001; Moorman, Deshpandé and Zaltman, 1993; Pritchard et al., 1999), and/or satisfaction (e.g. Homburg and Giering, 2001; Fullerton and Taylor, 2002; Zeithaml et al., 1996) as predictors of behavioral intentions.”
• Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers (2012, result): “This finding supports the previous research on the mediating role that satisfaction plays in the Service Quality – Trust relationship conducted by Fullerton and Taylor (2002); and Kantsperger and Kunz, (2010).”