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
Citations
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Corporate social responsibility and customer loyalty in intercity bus services
Yu Hern Chang,Chung-Hsing Yeh +1 more
TL;DR: In this paper, a new research model was proposed to examine how CSR affects customer loyalty in intercity bus services and how it interacts with service quality, corporate image and customer satisfaction in affecting customer loyalty.
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The mediating role of relational benefit between service quality and customer loyalty in airline industry
TL;DR: In this paper, the authors identified the role of relational benefits between service quality and customer loyalty in the airline industry and found that service quality has positive impacts on relational benefit and user loyalty.
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How do leaders and their teams bring about organizational learning and outcomes
TL;DR: In this article, a model linking charismatic leadership with the team-emergent states of shared vision and trust within the team, as predicting organizational learning climate, and long-term assessments of organizational outcomes by key stakeholders is proposed.
Posted Content
Determinants of Service Quality and Continuance Intention of Online Services: The Case of eTax
TL;DR: A model with both service and technology characteristics as the main drivers of service quality and subsequent continuance intention of eTax, an electronic government service that enables citizens to file their taxes online, found assurance and reliability to be the only significant predictors ofContinance intention.
Journal ArticleDOI
Service Orientation: Its Impact on Business Performance in the Medical Service Industry
TL;DR: In this paper, the mediating effects of variables such as service value and customer orientation for their role in linking service orientation to business performance were investigated, where a total of 292 usable questionnaires were collected from hospital staffs.
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.