TY - JOUR
T1 - Removing the contextual lens
T2 - A multinational, multi-setting comparison of service evaluation models
AU - Brady, Michael K.
AU - Knight, Gary A.
AU - Cronin, J. Joseph
AU - Tomas, G.
AU - Hult, M.
AU - Keillor, Bruce D.
PY - 2005/9/9
Y1 - 2005/9/9
N2 - 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.
AB - 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.
KW - Comprehensive model
KW - Contextual lens
KW - Service evaluation models
UR - http://www.scopus.com/inward/record.url?scp=24144490435&partnerID=8YFLogxK
U2 - 10.1016/j.jretai.2005.07.005
DO - 10.1016/j.jretai.2005.07.005
M3 - Article
AN - SCOPUS:24144490435
SN - 0022-4359
VL - 81
SP - 215
EP - 230
JO - Journal of Retailing
JF - Journal of Retailing
IS - 3
ER -