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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Assessing behavior before it becomes behavior: An examination of the role of intentions as a link between satisfaction and repatronizing behavior
Magnus Söderlund,Niclas Öhman +1 more
TL;DR: In this paper, the authors examine if the variation is at hand in with regards to two specific intention constructs: intentions as expectations and intentions as wants, and conclude that intentions measures based on different intention constructs are not equally correlated with the customer's global evaluation of the supplier and his or her overt repatronizing behavior.
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Measurement scale for eco-component of hotel service quality
Majda Bastič,Slavka Gojčič +1 more
TL;DR: In this article, the authors investigate tourists' ecological expectations referring to the quality of spas and wellness hotel services in order to develop and test a scale for measuring the eco-component, a new component of hotel service quality.
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Understanding the role of retail store service in light of self-image-store image congruence
Aron O'Cass,Debra Ann Grace +1 more
TL;DR: In this paper, the effect of retailer service provision and the retail store environment (servicescape) on the customers' perception of value for the money spent on the service is investigated. But the authors focus on the relationship among a consumer's service experience, the servicescape, and perceived value.
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A structural model for examining how destination image and interpretation services affect future visitation behavior: a case study of Taiwan's Taomi eco-village
TL;DR: In this article, a behavioral model of community-based sustainable tourism at the Taomi eco-village in Taiwan using variables that included destination image, interpretation services, satisfaction, and the future visitation behavior of tourists was examined.
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The Effect of Corporate Image in the Formation of Customer Loyalty: An Australian Replication
TL;DR: Using a mall-intercept survey of 116 female Grace Bros. customers who had had a shopping experience at the upmarket department store in the previous six months, Andreassen and Lindestad's (1998) mo...
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.