Assessing the Roles of Service Quality and Customer Satisfaction in the Formation of the Purchase Intentions of Mexican Consumer

Autor:	Ramiro Valencia Martinez, Jorge Milan, Joel D. Nicholson, Steven A. Taylor
Rok vydání:	1997
Předmět:	Marketing Service quality Process (engineering) media_common.quotation_subject Perception Customer satisfaction Quality (business) Advertising Business Large city media_common
Zdroj:	Journal of Marketing Theory and Practice. 5:78-90
ISSN:	1944-7175 1069-6679
DOI:	10.1080/10696679.1997.11501752
Popis:	The following study investigates the relative roles of quality perceptions and customer satisfaction judgements in the formation of the purchase intentions of Mexican consumers. Data for the study included three hundred and sixty five surveys of adult Mexican consumers that were captured using mall intercepts in a large city in central Mexico. The results suggest that (1) satisfaction judgements appear to contribute more to purchase intentions, and (2) the nature of the relationship tetween the satisfaction and quality constructs in this process appears largely additive rather than interactive-contrary to findings recently reported with consumers of the United States.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::448a7b7cadf0a77a635b67e0e0aee72f https://doi.org/10.1080/10696679.1997.11501752 Zobrazit plný text záznamu Plný text ve formátu PDF