This is an outdated version published on . Read the most recent version.

Service Quality Measures: A Test of Convergent Validity and Trait-Method Effects

Authors

  • James Tolliver
  • Robert Armstrong
  • Daniel Coleman

Abstract

This study reviews and tests seven operationalizations of service quality to ascertain convergent validity. It compares these with earlier parallel operationalizations of job satisfaction, in order to assess the impact of the trait-method units common to both research domains. Results show that the service quality construct has limited convergent validity and further the construct does not explain a major portion of global service quality variance. Comparison of the service quality construct to the job satisfaction construct supplies some evidence of trait-method bias.

Issue

Vol. 11 (1998): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

Each volume is copyrighted by Consumer Satisfaction, Dissatisfaction and Complaining Behavior. We encourage authors to submit published articles to research aggregators such as researchgate.net or academia.edu. You may use the PDF files from the published journal for submission to these aggregators.