Searching for a consensus on the antecedent role of service quality and satisfaction : an exploratory cross-national study

  title={Searching for a consensus on the antecedent role of service quality and satisfaction : an exploratory cross-national study},
  author={Michael K. Bradya and Christopher J. Robertsonb}
  • Michael K. Bradya, Christopher J. Robertsonb
This study employs a cross-cultural perspective to explore the antecedent role of service quality and satisfaction in the development of service customers' behavioral intentions. Specifically, due in large part to the differing theories offered in the literature as to the relationship between service quality and satisfaction and their effects on behavioral intentions, we examine the extent to which the causal order of service quality and satisfaction is robust across national borders. The… CONTINUE READING
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