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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Applications of Planned Behavior Theory (TPB) in Jordanian Tourism
TL;DR: In this paper, the editorial board announced that this article has been retracted on April 28, 2015, and asked the authors to contact them for any further questions about this article. If you have any further question, please contact us at: ijms@ccsenet.org
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Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality
Lien-Ti Bei,Cian-Fong Shang +1 more
TL;DR: In this paper, the authors evaluated the effectiveness of state-owned enterprises as measured by service quality and customer satisfaction, and developed the key marketing strategies for these state- owned enterprises according to simultaneous importance-performance analysis.
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Loyalty towards Islamic banking: service quality, emotional or religious driven?
TL;DR: In this paper, the authors integrated and examined three loyalty routes (i.e., service quality, emotional attachment and religiosity) in developing customer loyalty towards Islamic banking and found that customer loyalty is more driven by emotional attachment, rather than by perceived service quality.
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Influence of mechanism of patient-accessible hospital information system implementation on doctor-patient relationships
TL;DR: Results of the study show that patient-accessible HIS promotes patients' perception of service fairness, improves doctor-patient relationships, and increases patient satisfaction.
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A New Consumer Relationship Model: The Marketing Communications Application
Alkis Thrassou,Demetris Vrontis +1 more
TL;DR: In this paper, the authors investigate empowered consumer behavior and explore its evolutionary nature and contemporary contexts in developed countries through a comprehensive literature review multi-perspective analysis, and finally develop a prescriptive marketing communication model in the context of an evolving business-consumer relationship and its corresponding marketing philosophy.
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.
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.