Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
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
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Emotional and rational motivations for customer loyalty in business-to-business professional services
Barbara Čater,Tomaž Čater +1 more
TL;DR: In this paper, the authors build on the Industrial Marketing and Purchasing group constructs and relate them to affective commitment, relational benefits and, through these two, to customer loyalty.
Journal ArticleDOI
Sport event innovativeness: Conceptualization, measurement, and its impact on consumer behavior
TL;DR: In this article, the authors proposed a conceptualization of sport event innovativeness composed of six dimensions (player performance, respectful access, self-service technology, aesthetic environment, fan community, and loyalty program).
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Toward a Conceptualization of Customer Productivity: The Customer's Perspective on Transforming Customer Labor into Customer Outcomes Using Technology-Based Self-Service Options
Ismet Anitsal,David W. Schumann +1 more
TL;DR: In this article, the concept of customer productivity as perceived by the customer (versus the perspective of the organization) and a customer productivity framework is proposed, where the internal orientation does not consider customers as a production factor but treats them as free utility.
Journal ArticleDOI
Do information and service quality affect perceived privacy protection, satisfaction, and loyalty? Evidence from a Chinese O2O-based mobile shopping application
TL;DR: It is confirmed that qualified information and services of O2O MSAs positively affect both perceived privacy protection and customer satisfaction, which finally lead to customer loyalty through the lens of the information systems success model.
Journal ArticleDOI
Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions
TL;DR: In this paper, a comparative study of two comprehensive servicescape models to explore the underlying influence of various hotel elements on guests' satisfaction with, and emotional responses to, their hotel stays is provided.
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.