Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
Reads0
Chats0
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
More filters
Journal ArticleDOI
The influence of destination image on tourist loyalty and intention to visit: testing a multiple mediation approach.
TL;DR: In this paper, the authors examined the impact of destination image on tourist loyalty and intention to visit (IV) in Pakistan and analyzed the mediation effects of electronic word of mouth (eWOM) and tourist satisfaction on these relationships.
Journal ArticleDOI
Mobile phone feature preferences, customer satisfaction and repurchase intent among male users
TL;DR: In this paper, the authors investigate the mobile phone feature preferences among male respondents in Finland and study the relationship between the feature preferences and their relationship between customer satisfaction and repurchase intent.
Journal ArticleDOI
Shopping centre customer service: creating customer satisfaction and loyalty
TL;DR: In this article, the authors analyzed customer service effects in creating satisfaction and loyalty and found that customer services about atmosphere (CSA) was one of the most important factors in creating customer satisfaction.
Journal ArticleDOI
Measuring Customer Value and Satisfaction in Services Transactions: Scale Development, Validation, and Cross-Cultural Comparison
TL;DR: This paper proposes operationalization by developing and testing scales, especially operational indicators, for important dimensions and drivers of the services-value construct by using a multitrait-multimethod design and a cross-cultural data set to explore country influences.
Journal ArticleDOI
Impact of user satisfaction with mandated CRM use on employee service quality
TL;DR: The results suggest that employees' overall user satisfaction (UserSat) with their mandated use of CRM has a positive impact on employee service quality (ESQ) above and beyond the expected positive impacts that job dedication and embodied service knowledge (ESK) have on ESQ.
References
More filters
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.