Service quality attributes and choice behaviour

Addresses two shortcomings of service quality empirical research. Investigates the importance of service quality as a predictor of actual choice behaviour and examines the importance of process and outcome quality attributes as predictors of choice. Uses regression analysis to investigate the importance of service quality attributes on choice. Suggests that consumers utilise multiple process and outcome quality attributes in their choices.

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Year of publication:	1993
Authors:	Richard, Michael D. ; Allaway, Arthur W.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 7.1993, 1, p. 59-68
Publisher:	MCB UP Ltd
Subject:	Research \| Service quality

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049310026105 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905493