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
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Exploring Perceived Channel Price, Quality, and Value as Antecedents of Channel Choice and Usage in Multichannel Shopping
TL;DR: In this article, consumer perceptions of channel attributes most important to channel usage intention include utilitarian and hedonic value, service and merchandise quality, and monetary and non-monetary price.
Journal ArticleDOI
A New Approach to Stadium Experience: The Dynamics of the Sensoryscape, Social Interaction, and Sense of Home
Abstract: The purpose of this study was to develop a reliable, valid instrument of the sensory experiences of sport attendees. The initial scale development study (N = 263) identified 22-items to represent five dimensions of the sensoryscape. The Sensoryscape scale was confirmed as a reliable scale using CFA. SEM was used in a study of scale validity. The sensoryscape, social interaction, and sense of home each had a positive, direct impact on fans’ satisfaction for both major (N = 259) and minor (N = 218) league venues. Satisfaction with the stadium experience, in turn, had a positive, direct impact on intention to revisit. Similar models were confirmed for both contexts; however the magnitude of effects varied. Implications for sport marketing practice and future research are discussed.
Journal ArticleDOI
Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others
TL;DR: In this paper, customers use social media to voice complaints, making those comments visible to a wide range of uninvolved, virtually present others (VPO) who seek to shift their compla...
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Computer-Mediated Customization Tendency (CMCT) and the Adaptive e-Service Experience
TL;DR: In this paper, the authors introduce computer-mediated customization tendency (CMCT), a composite individual difference variable that reflects a consumer's personal preferences for designing and interacting with adaptive online environments to create valuable e-service experiences.
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Consumer satisfaction in retail stores: theory and implications
TL;DR: In this paper, the authors found that social desirability, staff friendliness, shopping economy, shopping ambience, family shopping and deal proneness were major predictors of consumer satisfaction.
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.
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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.