Performance-only measurement of service quality: a replication and extension

By Michael K. Brady, J. Cronin, Richard R. Brand. 2002

1,003 citations recorded by the source corpus.

Subfields: Economics and Econometrics, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/c02f6886be6c9464804c7aebc276fb8d2744ec42

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Citations in the corpus

Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal (2011, methodology): “Satisfaction with a service provider was assessed using an eight items scale adapted from previous researches (Bigné et al., 2001; Brady et al., 2002; Setó Pamies, 2003), since this construct is here understood as being both an evaluative and emotion-based response to a service encounter (Oliver, 19”
Antecedents and consequences of service quality in a higher education context: A qualitative research approach (2013, result): “On the one hand, some studies found that the SERVPERF scale is a better alternative than the SERVQUAL scale (Babakus and Boller, 1992; Brady et al., 2002; Brown et al., 1993; Jain and Gupta, 2004; Zhou, 2004; Sultan and Tarafder, 2007a, b; Chowdhury and Sultan, 2005).”
Evaluating student satisfaction of quality at international branch campuses (2015, methodology): “However, although the SERVQUAL model has received much attention as a measure of service quality, the model has been criticised by many scholars for poor reliability and validity (Brady, Cronin, and Brand 2002; Jain and Gupta 2004).”
Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty (2011, background): “The cognitive evaluation of the different service quality dimensions will lead to a favorable behavioral response from the customer ( Brady et al. , 2002”
The importance of institutional image to student satisfaction and loyalty within higher education (2009, background): “The original set of eight items in this scale ( Brady, Cronin and Brand 2002; Cronin et al. 2000) contained two negatively-worded (and negatively connotative) items that proved problematic in terms of resolving the scale into the hypothesised two dimensions.”
Examining the Impact of Service Quality: A Meta-Analysis of Empirical Evidence (2009, result): “Evidence for the service quality–purchase intention relationship is found in a number of studies (e.g., Brady, Cronin, and Brand 2002; Durvasula et al. 2004).”
Service Quality Perceptions and Customer Satisfaction: Evaluating the Role of Culture (2004, background): “…and lowuncertainty-avoiding cultures; and the notion that service quality perceptions are antecedent to customer satisfaction (Brady, Cronin, and Brand 2002), we hypothesize the following: H1: Under low-performance (inferior) conditions, Japanese respondents express…”
The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia (2013, methodology): “Performance-only service quality measures were used in deriving the final service quality dimensions examined (Brady et al., 2002).”
An examination of the role of service quality and perceived value in visitor attraction experience (2019, background): “The vast majority of studies in this area (e.g. Brady et al., 2002; Cole and Illum, 2006; Zabkar et al., 2010) support the quality-satisfaction relationship; moreover, Brady et al (2005) contend that this order is obtainable irrespective of setting/context.”