The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation

Examines the role of outcome quality as a determinant of overall service quality in three different categories of services. Indicates that outcome quality is significant in determining the overall service quality of services with search and experience outcome quality but not of those with credence outcome quality. Offers practitioners managerial implications, illustrating how to use the approach used in the study to understand the customer’s evaluation of service quality.