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
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Green brand benefits and their influence on brand loyalty
TL;DR: In this article, the authors investigate the formation of green brand image through customers' perceptions of the functional and emotional benefits associated with green brands and the influence of green Brand image on purchase behavioural response.
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Thanatourism or peace tourism: perceived value at a North Korean resort from an indigenous perspective
TL;DR: The authors examined the underlying factors that affected perceived value among South Korean tourists who visited the North Korean Mt Kumgang resort and identified emotional, functional and economic values as core elements that directly affected guest satisfaction, which influenced intentions to recommend and revisit.
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Putting student evaluations into perspective: The Course Experience Quality and Satisfaction Model (CEQS)
TL;DR: The authors examine the Course Experience Questionnaire (CEQ) dimensions (good teaching, clear goal setting, appropriate workload, appropriate assessment and generic skills development) in conjunction with a global student satisfaction measure (developed for this study).
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Sport team loyalty: integrating relationship marketing and a hierarchy of effects
TL;DR: In this article, the authors investigated the role of sport consumers' involvement, self-expression, trust, and attachment with a sport team in building loyal relationships and proposed a hierarchy of effects approach to explain how strong consumers-team relationships can be developed.
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Affective and cognitive antecedents of customer loyalty towards e-mail service providers
TL;DR: In this paper, the authors identify cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and understand the process by which the cognitive or affective antecedents influence customer loyalty.
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.
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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.