Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
TLDR
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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The effects of anticipatory emotions on service satisfaction and behavioral intention
TL;DR: In this paper, a series of hypotheses relating anticipated and experienced emotions to satisfaction and behavioral intention are tested in the context of a relatively high involvement, hedonistic service encounter in a longitudinal quantitative study involving 304 participants.
Journal ArticleDOI
Modelling the determinants of a simulated experience in a virtual retail store and users’ product purchasing intentions
TL;DR: In this paper, the authors examined the determinants of users' simulated experience in a virtual store and showed the subsequent impact of that experience on engagement, including the role of satisfaction in purchasing the real product.
Journal ArticleDOI
Variety seeking in restaurant choice and its drivers
TL;DR: In this article, a study was conducted to identify variety drivers in restaurant settings and examine their influence on diners' variety seeking intentions, and the results showed that atmospheric quality, overall boredom, and boredom with atmospheric attributes significantly influence variety seeking intention.
Journal ArticleDOI
For better or for worse
Chatura Ranaweera,Kalyani Menon +1 more
TL;DR: In this paper, the authors studied the effect of relationship age, continuance commitment and satisfaction on the generation of positive and negative word of mouth (P/NWOM) in a survey of a random sample of customers of fixed-line telephone users.
Journal ArticleDOI
Evaluating student satisfaction of quality at international branch campuses
TL;DR: In this article, the determinants of students' perceptions of quality and experience of study at international branch campuses in Malaysia, a country that is set to become an academic hub in Asia.
References
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Journal ArticleDOI
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.
Journal ArticleDOI
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.