Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

The following shiny both synthesizes and builds an the efforts to conceptua lize the effects of quality, satisfaction, and value an consumers' behavior al intentions. Specifically, it reports an empirical assessment of a model of service encounters that simultaneously considers the direct effects of t hese variables on behavioral intentions. The study builds an recent advance s in services marketing theory and assesses the relationships between the i dentified constructs across multiple service industries. Several competing theories are also considered and compared to the research model. A number o f notable findings are reported including the empirical verification that s ervice quality, service value, and satisfaction may all be directly related to behavioral intentions when all of these variables are considered collec tively. The results further suggest that the indirect effects of the servic e quality and value constructs enhanced their impact on behavioral intentio ns.