The Behavioral Consequences of Service Quality
提出概念模型，研究服务质量对客户行为意向的影响，通过多公司实证发现服务质量显著影响客户行为，且不同行为意向维度与质量的关系存在差异，对研究者和经理人有帮助。
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers’ behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors’ discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.