Perceived Service Quality, Customer Satisfaction, and Intentions

Richard Spreng, Michigan State University
Linda Shi, Michigan State University
Thomas Page, Michigan State University
EXTENDED ABSTRACT - Research has examined a) the conceptual distinction between customer satisfaction (CS) and perceived service quality (PSQ) (c.f. Oliver 1997); b) the causal ordering between them (e.g., Teas 1993); and c) their relative impact on intentions (e.g., Cronin and Taylor 1992). Both PSQ and CS have been conceptualized as transaction specific and cumulative evaluations that result from a number of transactions. However, much confusion remains. The purposes of this paper are to (1) review the conceptual distinctions and causal ordering between PSQ and CS both at the transaction and cumulative levels; (2) develop and test a model that includes both performance and behavioral intentions as well as PSQ and CS.
[ to cite ]:
Richard Spreng, Linda Shi, and Thomas Page (2005) ,"Perceived Service Quality, Customer Satisfaction, and Intentions", in NA - Advances in Consumer Research Volume 32, eds. Geeta Menon and Akshay R. Rao, Duluth, MN : Association for Consumer Research, Pages: 358-359.