Antecedents of Service Quality and Brand Performance: A Conceptual Model

Parves Sultan; Ho Yin Wong; Gabriel Donleavy

Antecedents of Service Quality and Brand Performance: A Conceptual Model

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Abstract

The service quality literature emphasizes on service quality dimensions and its measuring methods rather than its predictability in terms of satisfaction, brand loyalty and reputation. Thus, the relationship between service quality perception and perception of brand performance remains unnoticed in the literature. This paper attempts to explain that there is a causal relationship between perceived service quality and perceived brand performance mediated by satisfaction and loyalty.

Original language	English
Title of host publication	9th International Business Research Conference Proceedings
Editors	Zia Haqq
Place of Publication	Melbourne, Australia
Pages	1-12
Publication status	Published - 30 Nov 2008

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title = "Antecedents of Service Quality and Brand Performance: A Conceptual Model",

abstract = "The service quality literature emphasizes on service quality dimensions and its measuring methods rather than its predictability in terms of satisfaction, brand loyalty and reputation. Thus, the relationship between service quality perception and perception of brand performance remains unnoticed in the literature. This paper attempts to explain that there is a causal relationship between perceived service quality and perceived brand performance mediated by satisfaction and loyalty. ",

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N2 - The service quality literature emphasizes on service quality dimensions and its measuring methods rather than its predictability in terms of satisfaction, brand loyalty and reputation. Thus, the relationship between service quality perception and perception of brand performance remains unnoticed in the literature. This paper attempts to explain that there is a causal relationship between perceived service quality and perceived brand performance mediated by satisfaction and loyalty.

AB - The service quality literature emphasizes on service quality dimensions and its measuring methods rather than its predictability in terms of satisfaction, brand loyalty and reputation. Thus, the relationship between service quality perception and perception of brand performance remains unnoticed in the literature. This paper attempts to explain that there is a causal relationship between perceived service quality and perceived brand performance mediated by satisfaction and loyalty.

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BT - 9th International Business Research Conference Proceedings

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Antecedents of Service Quality and Brand Performance: A Conceptual Model

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