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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Removing the contextual lens: A multinational, multi-setting comparison of service evaluation models
TL;DR: In this paper, four service evaluation models are identified from the literature that are commonly offered to depict the relationships among the primary service evaluation constructs of sacrifice, service quality, service value, satisfaction, and behavioral intentions.
Journal ArticleDOI
Relationships among experiential marketing, experiential value, and customer satisfaction.
TL;DR: In this article, the authors examined experiential marketing in regard to hospitality and tourism operations and found that the overall outcome suggests that experientual marketing should induce customer satisfaction through emotional and functional values provided by feel perception, think perception, and service quality.
Journal ArticleDOI
The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development
Philippe Aurier,Gilles N'Goala +1 more
TL;DR: In this article, the authors examined how service companies can effectively influence customer patronage behaviors by leveraging overall customer satisfaction, trust and relationship commitment, and showed that relationship commitment just enhances retention and exclusivity while trust directly influences service usage and crossbuying.
Journal ArticleDOI
The role of tourists' emotional experiences and satisfaction in understanding behavioral intentions
TL;DR: In this paper, the authors empirically tested a model linking tourists' emotional experiences, satisfaction and behavioral intentions, and found that satisfaction mediates the relationship between tourists' emotions and behavioral intention.
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Intentions to use social media in organizing and taking vacation trips
TL;DR: The conclusions of the study reveal that the intentions to use social media are directly influenced by the perceived benefits of that use (functional, psychological and hedonic and social); however, the costs do not significantly affect the predisposition to use such technologies.
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.