Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
Citations
4,203 citations
2,017 citations
1,934 citations
Cites background or result from "Assessing the effects of quality, v..."
...…literature has paid much attention to the relationship between customer satisfaction and loyalty, and a number of studies have confirmed a significant positive relationship between customer satisfaction and loyalty/retention (Anderson & Sullivan, 1993; Cronin et al., 2000; Taylor & Baker, 1994)....
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...Marketing literature has paid much attention to the relationship between customer satisfaction and loyalty, and a number of studies have confirmed a significant positive relationship between customer satisfaction and loyalty/retention (Anderson & Sullivan, 1993; Cronin et al., 2000; Taylor & Baker, 1994)....
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1,889 citations
Cites background or result from "Assessing the effects of quality, v..."
...In addition, many studies have concluded that service quality positively affects perceived value (Cronin et al., 2000)....
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...Service value has been identified as an antecedent to satisfaction and behavioral intentions (Cronin et al., 2000; Dodds, Monroe, and Grewal, 1991, McDougall and Levesque, 2000)....
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...The relationship of perceived value on overall satisfaction has been supported by many research studies (Woodruff 1997; Gronroos, 1997; Cronin et al. 2000; Petrick and Backman 2002)....
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...In addition, both satisfaction and perceived value appear to be the direct antecedents of behavioral intentions (Cronin et al. 2000; Petrick and Backman 2002; Tam 2000; McDougall and Levesque, 2000; Dodds, et al., 1991)....
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...(Rust & Oliver, 1994; Athanassopoulos, 2000; Baker and Crompton, 2000; Cronin et al., 2000; Oh, 1999; Park et al., 2004; Petrick and Backman, 2002; Zeithamal et al., 1996)....
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1,771 citations
Cites result from "Assessing the effects of quality, v..."
...Furthermore, the partial mediation is consistent with the study by Cronin et al. (2000) that reported both a direct effect of service value on behavioral intention and an indirect effect of service value on behavioral intention through customer satisfaction....
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...Furthermore, the partial mediation is consistent with the study by Cronin et al. (2000) that reported both a direct effect of service value on behavioral intention and an indirect effect of service value on behavioral intention through customer satisfaction....
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References
76,383 citations
"Assessing the effects of quality, v..." refers background or methods in this paper
...These estimates are well above the recommended threshold for a good fit (Hu and Bentler, 1999)....
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...…fit was evaluated using the CFI, RNI, and TLI fit indices that are recommended based on their relative stability and insensitivity to sample size (Hu and Bentler, 1999; Gerbing and Anderson, Study 1: Study 2: Spectator Sports1 n 5 401 Health Care n 5 167 Participation Sports n 5 396 Long…...
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...The result is that at least a partial consensus has emerged (Taylor, 1997) that is captured by the following excerpts....
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56,555 citations
"Assessing the effects of quality, v..." refers background or methods in this paper
...The specific items were evaluated based on the item’s error variance, modification index, and residual covariation (Anderson and Gerbing, 1988; Fornell and Larcker, 1981; Jo¨reskog and So¨rbom, 1993)....
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...Larcker (1981) which include the examination of the parameter estimates, their associated t-values, and assessing the average variance extracted for each construct (Anderson and Gerbing, 1988; Bagozzi and Yi, 1988)....
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...Construct reliability was calculated using the procedures outlined by Fornell and Larcker (1981) which include the examination of the parameter estimates, their associated t-values, and assessing the average variance extracted for each construct (Anderson and Gerbing, 1988; Bagozzi and Yi, 1988)....
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...…the two-dimensional scales (i.e., service quality and satisfaction) was established by calculating the shared variance between the two dimensions of the specific construct and verifying that it is lower than the average variances extracted for the individual dimensions (Fornell and Larcker, 1981)....
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34,720 citations
"Assessing the effects of quality, v..." refers background or methods in this paper
...Construct reliability was calculated using the procedures outlined by Fornell and Larcker (1981) which include the examination of the parameter estimates, their associated t-values, and assessing the average variance extracted for each construct (Anderson and Gerbing, 1988; Bagozzi and Yi, 1988)....
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...The specific items were evaluated based on the item’s error variance, modification index, and residual covariation (Anderson and Gerbing, 1988; Fornell and Larcker, 1981; Jo¨reskog and So¨rbom, 1993)....
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...In comparing the SEM models, we followed the procedures outlined by Anderson and Gerbing (1988)....
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...As such, the comparison of the models is determined by calculating the difference inx2 values (Anderson and Gerbing, 1988; Bagozzi and Phillips, 1982; Jo¨resk g, 1971)....
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...…tested, the sample size (range: 167–450) is sufficient to obtain parameter estimates that have standard errors small enough to be of practical use (Anderson and Gerbing, 1988; Raykou and Widaman, 1995) even though the model approaches saturation (Babakus, Ferguson, and Jo¨reskog, 1987; Bentler…...
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21,693 citations
Additional excerpts
...Service quality is a widely studied, and debated, construct (cf., Babakus and Boller, 1992; Brown, Churchill, and Peter, 1993; Carman, 1990; Peter, Churchill, and Brown, 1993; Cronin and Taylor, 1992, 1994; Parasuraman, Zeithaml, and Berry, 1988; Teas, 1993)....
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...…and Sullivan, 1993; Gotlieb, Grewal, and Brown, 1994; Patterson and Spreng, 1997; Roest and Pieters, 1997; Taylor, 1997), others argue for a direct effect (e.g., Boulding et al., 1993; Parasuraman, Zeithaml, and Berry, 1988, 1991; Taylor and Baker, 1994; Zeithaml, Berry, and Parasuraman, 1996)....
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19,160 citations
"Assessing the effects of quality, v..." refers methods in this paper
...Construct reliability was calculated using the procedures outlined by Fornell and Larcker (1981) which include the examination of the parameter estimates, their associated t-values, and assessing the average variance extracted for each construct (Anderson and Gerbing, 1988; Bagozzi and Yi, 1988)....
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