Abstract :A cross-sectional field survey was conducted to explore the mediation of word-of-mouth
between service quality and purchase intention, using a sample of 350 consumers
availing services from private and public service organizations in Pakistan. The results
revealed a positive influence that service quality and word-of-mouth have on purchase
intention. Word-of-mouth mediated between service quality and purchase intention
relationship. This study has several research and managerial implications that add
important insight to the power that service quality and word-of-mouth have on purchase
intention.