Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
Reads0
Chats0
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
More filters
Journal ArticleDOI
The Role of Service Quality, Perceived Value, and Relationship Quality in Enhancing Customer Loyalty in the Travel Agency Sector
TL;DR: In this paper, the authors investigated the role of service quality, perceived value, and relationship quality on customer loyalty among tourists and found that three components of relationship quality significantly influenced a customer's loyalty to a travel agency.
Journal ArticleDOI
A stakeholder perspective on policy indicators of destination competitiveness
Anita Zehrer,Kirstin Hallmann +1 more
TL;DR: In this paper, the authors proposed a stakeholder perspective on the management and policy factors influencing the competitiveness of a destination by proposing a Stakeholder perspective, and found that policy factors related to vision, development, monitoring, interdependencies and market ties have a significantly positive influence on perceived destination competitiveness.
Journal ArticleDOI
Child care services: An exploratory study of choice, switching and search behaviour
Debra Ann Grace,Aron O'Cass +1 more
TL;DR: In this paper, a self-administered survey instrument was developed and administered to a sample of child care service switchers to increase knowledge of the consumer's consumption behavior and assist the child care marketer to understand their consumers and the difficulties they face as they interact with a service that they do not experience first hand.
Journal ArticleDOI
Past Experience and Self-Image in Fine Dining Intentions
David J. Kwun,Haemoon Oh +1 more
TL;DR: In this paper, the authors explore fine dining restaurants' performance factors and their differential effects on behavioral intentions of novice (i.e., first time) versus experienced (e.g., repeated) customers.
Journal ArticleDOI
Linking internal market orientation and new service performance
TL;DR: In this article, the authors presented the first empirically tested model showing that internal marketing is a factor of success in new services development, and they explored the link between internal marketing and new service performance.
References
More filters
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...
Journal ArticleDOI
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...
Journal ArticleDOI
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.