Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study

By Michael K. Brady, C. Robertson. 2001

718 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/f39c2f9b20bd8f80eb248c15d9ba4b0cc2e6ad91

How researchers see this paper

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

In Marketing

In Organizational Behavior and Human Resource Management

In Social Psychology

Citations in the corpus

The Visitors Behavioral Consequences of Experiential Marketing (2007, background): “Several previous studies have suggested that the satisfaction has a positive effect on the behavioral intention (e.g., Brady & Robertson, 2001; Cronin & Taylor, 1992; Fornell, 1992; Keaveney, 1995; Oliver, 1980; Oliver & Swan, 1989).”
The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre (2002, background): “This was also proposed by Brady and Robertson (2001), in relation to the wider services marketing field.”
The Effect of Service Evaluations on Behavioral Intentions and Quality of Life (2006, background): “Based on the perspective that the evaluation of service quality precedes satisfaction (Brady and Robertson 2001; Gotlieb, Grewal, and Brown 1994), technical and functional service quality were modeled as antecedents to customer satisfaction.”
An exploration of the effects of past experience and tourist involvement on destination loyalty formation (2013, background): “Bodet, 2008 ; Brady & Robertson, 2001 ; Dabholkar & Thorpe, 1994 ; Olsen & Johnson, 2003 ; Selnes, 1993 ; Yu & Dean, 2001 ).”
An investigation of the cross-national determinants of customer satisfaction (2011, background): “Yet while a few studies have explored these and related topics, such as crossnational service quality, complaint behavior, customer loyalty, etc. (Brady and Robertson 2001; Donthu and Yoo 1998; Furrer et al. 2000; Khan et al. 2009; Lam 2007; Liu and McClure 2001; Malai and Speece 2005; Straughan…”
Understanding Airline Travelers’ Perceptions of Well-Being: The Role of Cognition, Emotion, and Sensory Experiences in Airline Lounges (2016, background): “Numerous studies demonstrated that cognitive evaluation of quality is a key predictor of customer satisfaction (Bitner, 1992; Brady & Robertson, 2001; Chang & Yang, 2008; Knutson, Stevens, Wullaert, Patton, & Yokoyama, 1991; Oh, 2000; Ryu & Jang, 2008).”
Development of brand equity: evaluation of four alternative models (2010, background): “…it has been suggested that this debate seems to be on the many studies which consider only the effect of either service quality or satisfaction on behavioural intentions, but does not test models that include both of these factors (e.g. Brady & Robertson, 2001; Gotlieb, Grewal, & Brown, 1994).”
B2B services: linking service loyalty and brand equity (2009, background): “Some authors, for example Bloemer and Brady and Robertson (2001)”
Factors influencing tourists' revisit intentions (2010, methodology): “Thus, PQ can be considered as the outcome of the evaluation process of the service in which tourists compare their expectations with the perceived service that has been received (Brady and Robertson, 2001; Gronroos, 1984).”
Customer Satisfaction and Brand Equity (2011, neutral): “First, satisfied customers are more loyal, less sensitive to price movements, and more likely to engage in positive word-of mouth behaviors (Anderson et al., 2004; Brady and Robertson, 2001; Matzler et al., 2008).”
The STEP Scale: A Measure of Short-Term Export Performance Improvement (2004, methodology): “…we tested (1) factorial similarity, (2) factorial equivalence, and (3) measurement equivalence (see Mullen 1995; Singh 1995), which is a procedure frequently used in the international business literature (e.g., Brady and Robertson 2001; Cadogan, Diamantopoulos, and Mortanges 1999; Styles 1998).”
Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Model (2006, background): “…with defining salient service attributes and their role, have focused on the service quality construct which is argued to be an antecedent of service satisfaction (Brady & Robertson, 2001; Cronin & Taylor, 1994; McDougall & Levesque, 2000; Murray & Howat, 2002; Taylor & Baker, 1994; Teas, 1994).”