Journal
JOURNAL OF RETAILING
Volume 81, Issue 3, Pages 215-230Publisher
ELSEVIER SCIENCE INC
DOI: 10.1016/j.jretai.2005.07.005
Keywords
contextual lens; service evaluation models; comprehensive model
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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. (c) 2005 New York University. Published by Elsevier Inc. All rights reserved.
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