Bloemer 1999

Linking perceived service quality and service loyalty: a multi-dimensional perspective

Really key article, as we are starting to see a split between the service quality/ percived value scales, and the loyalty scales.
The author uses one scale (SERVQUAL) to look at service quality, and then another to look at loyalty and then looks for the links.
Why not take this template and look for something beyond SERVQUAL on the service quality/perceived value side?
13-item scale
pg 1086
great diagrams pg 1097 showing exactly the links I am looking for