The Roles of Service Quality, Consumer Satisfaction, and Value in Quinn’s (1992) Paradigm of Services

Abstract

The existing literature strongly supports the notion that consumer perceptions of service quality, consumer satisfaction, and service value are fundamentally linked to organizational strategies and performance. In continuing this important research stream, Quinn (1992) recently presents a paradigm of service-firm strategies which shows great promise for incorporation in marketing-based strategic research. However, a limitation in the applicability of Quinn’s (1992) paradigm involves how service quality is conceptualized and operationalized in the development of the paradigm. The outcome of this limitation may be an inability to adequately capture the domains of not only service quality, but also consumer satisfaction and value in marketing models based on Quinn’s paradigm. The following paper reconciles Quinn’s (1992) paradigm with the emerging marketing-based service quality and satisfaction literatures through the development of a conceptual model of consumer decision-making in service environments. Marketing researchers and practitioners are urged to consider Quinn’s (1992) paradigm in light of the proposed model.

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Steven A. Taylor

Steven A. Taylor is an Assistant Professor of Marketing at the Illinois State University. He received his Ph.D. from the Florida State University. His research interests include services marketing, marketing theory, and marketing strategy. His work has appeared in theJournal of Marketing, the International Journal of Service Industry Management, and numerous international and national conference proceedings.