Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
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In this paper, the authors report an empirical assessment of a model of service encounters that simultaneously considers the direct effects of quality, satisfaction, and value on consumers' behavioral intentions, and further suggest that indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.About:
This article is published in Journal of Retailing.The article was published on 2000-06-01. It has received 6176 citations till now. The article focuses on the topics: Service quality & Customer satisfaction.read more
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Elaborating customer loyalty: exploring loyalty to wine retailers
TL;DR: In this paper, the authors provide an insight into how a multi-dimensional view can better explain how and why customers are loyal, providing more direction to retail marketers for improving loyalty levels and hence profits.
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Creating consumer attachment to retail service firms through sense of place
TL;DR: In this paper, the authors demonstrate that sense of place influences the strength of consumers' attachment to a service location, which ultimately has positive effects on consumers' behaviors and provide an initial investigation into how organizations can better manage the service place and provide a rich framework for future research on managing attachment with service consumers.
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The influence of culture upon consumers’ desired value perceptions: A research agenda
TL;DR: The authors show that consumer perceptions of prod... consumers' value from buying and using a product or service likely differ across cultures. But consumer consumption occurs globally, and the value that consumers perceive from using and using products or services likely differs across cultures, as well.
Journal ArticleDOI
Re‐thinking the conceptualization of customer value and service quality within the service‐profit chain
TL;DR: In this paper, a survey of the literature on the concepts of value and quality is used to reconceptualize these constructs as they are used in the service-profit chain and an alternative view of customer value and service quality is provided.
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The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country
Md. Uzir Hossain Uzir,Hussam Al Halbusi,Hussam Al Halbusi,Ramayah Thurasamy,Rodney Lim Thiam Hock,Musheer Abdulwahid AL-Jaberi,Najmul Hasan,Mahmud Hamid +7 more
TL;DR: In this article, the authors investigate the effects of service quality of home delivery personnel and perceived value on customer satisfaction, with trust playing an intervening role, and they contribute to the development and validation of a trust-based satisfaction model by extending the SERVQUAL model to incorporate perceived value in the presence of trust, while complying with expectation disconfirmation theory.
References
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Cutoff criteria for fit indexes in covariance structure analysis : Conventional criteria versus new alternatives
Li-tze Hu,Peter M. Bentler +1 more
TL;DR: In this article, the adequacy of the conventional cutoff criteria and several new alternatives for various fit indexes used to evaluate model fit in practice were examined, and the results suggest that, for the ML method, a cutoff value close to.95 for TLI, BL89, CFI, RNI, and G...
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Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
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Structural equation modeling in practice: a review and recommended two-step approach
TL;DR: In this paper, the authors provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development, and present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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On the evaluation of structural equation models
Richard P. Bagozzi,Youjae Yi +1 more
TL;DR: In this article, structural equation models with latent variables are defined, critiqued, and illustrated, and an overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence.