Buyer behavior · Empirical multi-service survey model

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

Journal of Retailing · 2000

J. Joseph Cronin Jr., Michael K. Brady, G. Tomas M. Hult

Summary

Quality, value, and satisfaction each relate directly to behavioral intentions; indirect effects also matter.

For your marketing

Possible founder application

Measure perceived value and quality separately from satisfaction; improve the complete service experience to support expansion intent.

Reported result

What the study found

Quality, value, and satisfaction each relate directly to behavioral intentions; indirect effects also matter.

Research question

What the authors investigated

How does the study’s stated design explain its reported outcome in this setting?

Design

Empirical multi-service survey model

Sample and setting

Multiple service industries; quota-sampled survey

Scope and transfer

Limitations to keep in view

Abstract/page scope does not establish broader causal generalization.

Research sources

full_text

Study strength

4/5 Research record provides a clear design and context; apply the finding within its stated limits.

How this was assessed

The 1–5 evidence-check score is a practical reading aid, not a formal peer review or a probability that a conclusion is true. It combines design strength (2 points), sample reporting (1), comparison/control clarity (1), and how much of the paper could be checked (1). Access affects how confidently this directory can assess a study, not the study's underlying quality. Blinding is reported separately because it is not relevant to every design.

Design transparency · 2/2

Based on the reported study design in the retrieved source.

Sample and setting · 1/1

The sample context is stated; a numerical count is preserved only when reported.

Outcome clarity · 1/1

The finding is summarized from publisher or article metadata.

Access for checking · 1/1

Full text was identified.

Double-blind? The retrieved publisher record does not establish whether participants or outcome assessors were blinded.