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

Michael K. Brady*, Gary A. Knight, J. Joseph Cronin, G. Tomas, M. Hult, Bruce D. Keillor

*Corresponding author for this work

Research output: Contribution to journalArticle

226 Citations (Scopus)

Abstract

Four service evaluation models are identified from the literature that are commonly offered to depict the relationships amongst the primary service evaluation constructs of sacrifice, service quality, service value, satisfaction, and behavioral intentions. We comparatively test the models using samples of service consumers in Australia, Hong Kong, Morocco, the Netherlands, and the United States, as well as across varied temporal and service settings. The results of the comparative analyses reveal that one conceptualization, the "comprehensive" model, best captures the identified relationships. This model is the best fitting across all countries and settings, which indicates it has the greatest external validity. These findings are discussed relative to the limitations associated with the use of less generalizable models.

Original languageEnglish
Pages (from-to)215-230
Number of pages16
JournalJournal of Retailing
Volume81
Issue number3
DOIs
Publication statusPublished - 9 Sep 2005

Keywords

  • Comprehensive model
  • Contextual lens
  • Service evaluation models

ASJC Scopus subject areas

  • Marketing

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