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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How to give and receive: An exploratory study of charitable hybrids
TL;DR: In this paper, a model of the consumer decision process is developed in a hybrid situation, drawing on both the services and charitable giving literatures, and initial evidence is found that both classes of effects have significant influence on donors' intentions to give.
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Impact of sales Promotion's benefits on perceived value: Does product category moderate the results?
TL;DR: In this paper, the authors assess the impact of sales promotions benefits on consumer perceived value and examine the moderating effect of product categories on the relation between sales promotions, their benefits, and consumers' perceived value.
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Customer perceived value—Conceptualization and avenues for future research
TL;DR: Based on a comprehensive literature review, the authors identifies the predominant conceptualization of customer perceived value, thus also providing a sound basis for future empirical assessments of this concept, and discusses avenues for future research.
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“LuXurY” hotel loyalty – a comparison of Chinese Gen X and Y tourists to Macau
TL;DR: In this article, the authors investigate generational disparities of Chinese Generation X and Y tourists by examining their loyalty determinants in a luxury hotel setting and find that top quality rooms and services are high on the agenda of both generations, while Gen X places more weight on convenience and food and Gen Y on security.
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Hospitality in hospitals
TL;DR: A fairly distinct HCP viewed as a method for enhancing service excellence was in place and supported by top management, and the hospital aimed to offer hospitality to patients on par with the hospitality experience offered to hotel guests.
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.