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
Citations
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Does customer sex influence the relationship between perceived quality and share of wallet
Emin Babakus,Ugur Yavas +1 more
TL;DR: In this paper, the authors examined the within and between sex differences on the relative importance of merchandise quality and interaction quality as drivers of behavioral loyalty (share of wallet) in a sample of customers of a national retail chain.
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The influence of product and personal attributes on organic food marketing
TL;DR: In this article, the authors adapts the theory of planned behaviour and proposes organic food-related attributes that constitute perceived behavioral control and individual attributes influence quality assessment and purchase intention separately for individuals who have purchased organic food and those who have not.
Journal ArticleDOI
Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method
TL;DR: The study has attempted to investigate the service quality of two gateway airports of Thailand, Suvarnabhumi and Don Mueang and has identified the scope of improvements and demonstrates that the Fuzzy MCDM method is promising and pragmatic decision making tool for the airport service quality measurements.
Journal ArticleDOI
Employee perceptions of service quality in a call centre
TL;DR: In this article, the authors assess service quality of a call centre as perceived by its employees using the SERVQUAL model and explore factors predicting front-line employee satisfaction and behavioural intentions in a call center.
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Modelling consumer behavioural intentions towards food with implications for marketing quality low-input and organic food
TL;DR: In this paper, a study of European consumers' behavioural intentions towards food purchase for four food products in six countries was conducted. But the authors focused on country-based versions of the model.
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.