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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Journal ArticleDOI
Smart meter adoption and deployment strategy for residential buildings in Indonesia
TL;DR: In this article, the authors developed an index to measure consumer propensity to adopt smart meters in residential buildings and analyzed data obtained from a survey of energy use by Indonesian households using structural equation modeling to determine the interacting factors in consumer acceptance of smart meters.
Book ChapterDOI
Customer Acceptance of AI in Service Encounters: Understanding Antecedents and Consequences
TL;DR: In this paper, a conceptual framework of the antecedents and consequences of AI acceptance by customers grounded in previous research, theory, and practice is developed to illuminate the roles of AI in the context of frontline service encounters and identify the potential benefits and negative consequences for customers of AI-supported, AI-augmented, and AI-performed services.
Journal ArticleDOI
Evaluating the Impacts of Customer Experience on Purchase Intention
TL;DR: In this article, the authors investigated the relationship between customer experience (including sensory experience, emotional experience and social experience) and purchase intention and found that only emotional and social experiences have significant positive impacts on the purchase intention.
Journal ArticleDOI
A comparison of service evaluation models in the context of sport and fitness centres in Greece
TL;DR: In this article, the authors examined three competing models to clarify the relative role of antecedents to behavioural intentions in sport and fitness centres, and concluded that the satisfaction model was superior to a value model and a comprehensive model.
The Study of the Impact of Perceived Quality and Value of Social Enterprises on Customer Satisfaction and Re-Purchase Intention
Eunjung Choi,Soo Hyun Kim +1 more
TL;DR: In this paper, the authors find that consumers of social enterprises perceive social value, along with the functional and emotional value, through the quality of products and services of a social enterprise, and the perceived value has positive effects on customer satisfaction and repurchase intention.
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...
Journal ArticleDOI
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...
Journal ArticleDOI
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.