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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Antecedents of Customer Satisfaction and Customer Loyalty for Emerging Devices in the Initial Market of Korea: An Equity Framework
Young Wook Ha,Myeong-Cheol Park +1 more
TL;DR: In this paper, the relevant predictors of customer satisfaction and customer loyalty were investigated, and the group difference by innovativeness or device type, based on equity theory for emerging devices in the initial market of Korea.
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Frontline Cyborgs at Your Service: How Human Enhancement Technologies Affect Customer Experiences in Retail, Sales, and Service Settings
TL;DR: In this paper, the authors leveraged insights about the human-robot continuum to predict that a mid-range approach may be realistic for retail, sales, and service encounters (cf. pure robot range), at least in the near term.
Journal ArticleDOI
Be green and clearly be seen: How consumer values and attitudes affect adoption of bicycle sharing
TL;DR: In this paper, the authors evaluate the impact of perceived value on consumer adoption intentions, and assesses the moderating effects of social and personal attitudes towards environmental behavior, on perceived value-adoption intention relationships.
Journal ArticleDOI
Service quality versus service experience: An empirical examination of the consequential effects in B2B services
TL;DR: In this paper, the authors investigated the role of service experience in B2B services vis-a-vis service quality and found that service experience was found to influence both perceived utilitarian and hedonic value derived from service.
Journal ArticleDOI
Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience
TL;DR: In this paper, the authors investigated the relationship between visual servicescape aesthetics and perceived perceptual experience quality (PPEQ), pleasure and arousal, satisfaction, and willingness to pay more.
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.
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.