Buyer behavior · Three empirical studies including replication and new data

Performance-only measurement of service quality: a replication and extension

Journal of Business Research · 2002

Michael K. Brady, J. Joseph Cronin Jr., Richard R. Brand

Summary

Replicates support for performance-only service-quality measurement (SERVPERF) and model service quality as an antecedent of satisfaction.

For your marketing

Possible founder application

Track delivered performance directly instead of relying only on expectation gaps; use this in product and support instrumentation.

Reported result

What the study found

Replicates support for performance-only service-quality measurement (SERVPERF) and model service quality as an antecedent of satisfaction.

Research question

What the authors investigated

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

Design

Three empirical studies including replication and new data

Sample and setting

Service-quality respondents across three studies

Scope and transfer

Limitations to keep in view

Abstract/page scope does not establish broader causal generalization.

Research sources

abstract_only

Study strength

3.5/5 Abstract-level evidence is useful for framing questions; verify full methods before transfer.

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 · 0.5/1

Only abstract or bibliographic access was confirmed.

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

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