The behavioral consequences of service quality

MANAGEMENT

Article 1: The behavioral consequences of service
quality
 Research problem
The service quality in the organization significantly contribute in generating the
behavioral responds of the customers. It can be said that depending on the current
situation, improving service quality has become necessary for dragging the
customers’ attention.
 Research theory
The conceptual model has been developed based on the customer behavior intention.
 Methodology
In this research paper, primary sources have been used. The survey has been
conducted on randomly selected customers.

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 Hypotheses
Favorable (unfavorable) behavioral intentions are (a) highest (lowest) for customers
experiencing no service problem; (b) next highest (lowest) for customers
experiencing service problems that are resolved, and (c) lowest (highest) Service
Quality /35 for customers experiencing service problems that are not resolved.
 Instruments
SERVQUAL scale has been used for the survey.
 Sample
Total numbers of 2400 consumers have been involved in the survey process.

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 Findings
Different dimensions of behavioral intention get influenced by different nature of
quality performance.
 Implications
Implementing the article, managers needs to bring changes in the service quality by
improving employee efficiency.
 Future research
It can help the managers to promote better service in the workplace.

Article 2: Customer loyalty: toward an integrated
conceptual framework
 Research problem
Customer loyalty has become an important contributor in generating the marketing
activities in the organization.
 Research theory
The behavioral theory has been proposed in the article.
 Methodology
In this research paper, secondary sources have been used.

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 Hypotheses
Customer loyalty can significantly contribute in generating development.
 Instruments
Conceptual analysis has been done.
 Findings
The social factors contribute in generating the customer relationship.

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 Implications
Implementing the article, managers needs to bring changes in the customer
relationship management.
 Future research
It can help the managers to promote better customer relationship in the workplace.

Article 3: The journal of consumer
research at 40: A historical analysis.
 Research problem
 Key phrases associated with the customer research have been considered as the
main theme of the paper.
 Research theory
 Topic models have been compared in the JCR journal articles.
 Methodology
 In this paper primary sources and secondary sources have been used.

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 Hypotheses
 Customer research process gets highly influenced by topic modeling process. .
 Instruments
 Natural language toolkit and library tools have been used.
 Sample
 40 years of journals have been used.

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 Findings
Better understanding of customer research over the years has been gathered.
 Implications
It can be implemented for developing the customer research paper in an appropriate
manner.
 Future research
It can help to develop research on the complicated and dynamic areas.

Article 4: Some new thoughts on conceptualizing
perceived service quality: a hierarchical approach
 Research problem
Understanding the service quality perception has become necessary to develop strong
relationship with the stakeholders.
 Methodology
The qualitative empirical research technique has been adopted in the paper.
 Hypotheses
The managerial implications influence the service quality perception process.

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 Instruments
Empirical testing method has been used.
 Sample
Four service industries have been chosen for conducting the research.
 Findings
Improving the service quality perception, the sub dimentions such as interaction,
environment and outcome are important.
 Implications
In order to improve the service quality perception it can show some strong response
towards the managerial decision making process..
 Future research
It can improve the managerial implications for ensuring the customer satisfaction.

Reference
 Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing
perceived service quality: a hierarchical approach. Journal of marketing, 65(3),
34-49..
 Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated
conceptual framework. Journal of the academy of marketing science, 22(2), 99-
113.
 Wang, X., Bendle, N. T., Mai, F., & Cotte, J. (2015). The journal of consumer
research at 40: A historical analysis. Journal of Consumer Research, 42(1), 5-18.
 Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral
consequences of service quality. Journal of marketing, 60(2), 31-46.