On the relationship between perceived service quality, service loyalty and switching costs
Similar to Bloemer 1999 - looks at loyalty (3 dimensions) and compares with service quality (1 item) differs from Bloemer 1999, who uses SERVQUAL 22- item scale.
Good lit review - service loyalty
and then service quality into serice loyalty
For reasons of data collection efficiency, a unidimensional measure of perceived service quality relating to an evaluation of the core service was used ( instead of 22-item SERVQUAL)
Loyalty SCALE pg 442 - 13 items - Preference/ price indifference / dissatisfaction response
strong leaning towards dissatisfaction - need a closer look.
Used across a range of industries - is it generalisable?
In terms of the dissatisfaction - is this at just one incident, rather than overall dissatisfaction? may require incident based measure (critical incident technique).
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