Removing the contextual lens: A multinational, multi-setting comparison of service evaluation models

By Michael K. Brady, G. Knight, J. Cronin, G. Tomas, M. Hult, Bruce D. Keillor. 2005

472 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/dd1e12ca509b37350b27b19586fe8f715337bc50

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Citations in the corpus

An Empirical Analysis of Franchisee Value-in-Use, Investment Risk and Relational Satisfaction (2011, unknown): “A considerable amount of research confirms that product and service quality are positively associated with customer satisfaction (Brady, Knight, Cronin Jr. Tomas, Hult and Keillor 2005; Parasuraman, Zeithaml and Berry 1985).”
Corporate social responsibility: attributions, loyalty, and the mediating role of trust (2009, background): “Perceived service quality is one of the most important criteria consumers use to evaluate, choose, and switch service providers (e.g., Keaveney 1995), and most service evaluation literature agrees that service quality is important in helping managers evaluate the effectiveness of firm strategies ( B”
The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia (2013, methodology): “Whereas earlier research used a single-item overall satisfaction measure (e.g., Ganesh et al., 2000; Murray & Howat, 2002; Petrick et al., 1999), more recent studies used a combination of items for overall satisfaction and overall experience (Brady et al., 2005; Li & Petrick, 2010).”
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.”
Customer satisfaction with game and service experiences: antecedents and consequences. (2010, background): “of behavioral intentions and developed three indicators of behavioral intentions: repurchase intentions, positive word-of-mouth intentions, and customer loyalty (Brady et al., 2006; Cronin et al., 2000). Consistent with the work of Cronin et al. (2000), we define behavioral intentions at sporting ev”
Re-conceptualizing Information System Success: The IS-Impact Measurement Model (2008, background): “Services marketing researchers (e.g., Brady et al., 2005, Anderson and Sullivan, 1993, Spreng and Mackoy, 1996) employ a nomological net that positions Satisfaction as an immediate consequence of Service Quality; Satisfaction being antecedent of Behavioural Intention.”
A Cross-National and Cross-Cultural Approach to Global Market Segmentation: An Application Using Consumers’ Perceived Service Quality (2010, methodology): “In general, prior research on PSQ has adopted a crossnational perspective in which countries have been used as proxies for national cultures without specifically incorporating the role of culture (e.g., Brady et al. 2005; Keillor, Hult, and Kandemir 2004; Laroche et al. 2004).”
Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty (2018, result): “This matched with the findings of past research works (Athanassopoulos, 2000; Brady et al., 2005; Cronin et al., 2000).”
An assessment of value creation in mobile service delivery and the moderating role of time consciousness (2007, background): “(2000)andBradyetal.”
Expanding Business-to-Business Customer Relationships: Modeling the Customer's Upgrade Decision (2008, background): “customer perceived trade-off between costs and benefits (Brady et al. 2005).”
The Influence of Consumer Value-Based Factors on Attitude-Behavioral Intention in Social Commerce: The Differences between High- and Low-Technology Experience Groups (2013, unknown): “(Brady et al., 2005; Vesel & Zabkar, 2009).”