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Service quality attributes and choice behaviour

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 January 1993

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Abstract

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.

Keywords

Citation

Richard, M.D. and Allaway, A.W. (1993), "Service quality attributes and choice behaviour", Journal of Services Marketing, Vol. 7 No. 1, pp. 59-68. https://doi.org/10.1108/08876049310026105

Publisher

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MCB UP Ltd

Copyright © 1993, MCB UP Limited