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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A Theoretical Framework for Consumer E-Satisfaction and Site Stickiness: An Evaluation in the Context of Online Hotel Reservations
TL;DR: Post hoc analyses indicate that while trust is not a significant direct predictor of satisfaction, it negatively moderates the value-satisfaction relationship and loyalty card membership does not moderate the satisfaction-stickiness relationship as suggested in prior research.
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How service quality affects university brand performance, university brand image and behavioural intention: the mediating effects of satisfaction and trust and moderating roles of gender and study mode
Parves Sultan,Ho Yin Wong +1 more
TL;DR: In this article, the authors examined how perceived service quality affects UniBrand performance, UniBrand image and behavioural intention using an online student survey, and validated the conceptual model using structural equation modelling.
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Co-creation and co-destruction of service quality through customer-to-customer interactions: Why prior experience matters
TL;DR: In this article, the authors used convenience sampling to gather a large sample of tourists at Shanghai Disneyland, a recently opened and already popular international tourism attraction, and found that positive and negative customer-to-customer interactions have significant though differential impacts on customer responses.
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Online Traveler Reviews as Social Influence: Price Is No Longer King:
TL;DR: In this paper, the authors investigated the effect of social influence in the form of traveler reviews and price on consumer decisions and postdecision dissonance and found that non-unanimous reviews reduced the prevailing valence of reviews, but increased cognitive dissonance.
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Business model choices for value creation of mobile services
Leif B. Methlie,Per E. Pedersen +1 more
TL;DR: In this paper, the authors explore the link between business model decisions and customer value creation for mobile services and reveal that there is a categorization of mobile services according to extrinsic and intrinsic effects on end-user values.
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.