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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Customer Perceived Value in Social Commerce: An Exploration of Its Antecedents and Consequences
TL;DR: In this paper, the authors developed and empirically tested a conceptual model of customer perceived value and its antecedents and consequences on the social commerce context and identified online service quality and online trust as factors influencing customer perceived values and customer satisfaction.
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Relationship Quality of an Establishment and Perceived Value of a Purchase
Javier Sánchez-García,Miguel Ángel Moliner-Tena,Luís J. Callarisa-Fiol,Rosa M. Rodríguez-Artola +3 more
TL;DR: In this article, the authors consider how the perceived value of a purchase influences the quality of the relationship with an establishment, i.e. how a single transaction influences the valuation of a whole relationship.
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Satisfaction and image as mediators of store loyalty drivers in grocery retailing
TL;DR: In this article, the role of satisfaction and image as mediators of four store loyalty drivers (store location, service quality, assortment, and price) within a comprehensive cause-effect model is analyzed.
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Blog learning: effects of users' usefulness and efficiency towards continuance intention
TL;DR: An extended expectation–confirmation model (ECM) is proposed that explicitly incorporates experiential learning, perceived self-efficacy, and perceived usefulness to examine blog continuance learning behavioural intentions to demonstrate the blog as a good learning platform.
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Tweens' satisfaction and brand loyalty in the mobile phone market
TL;DR: In this article, the authors examine tweens' satisfaction with and loyalty to their mobile phones and the relationship between these, and find that tweens are far more satisfied with their mobile phone than adults are and that the mobile phones fulfill children's expectations to a much higher degree.
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.