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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The consumption values and consumer innovativeness on convergence products
TL;DR: The results show that functional, epistemic, and emotional values are important factors affecting intentions to purchase convergence home robots and consumers' innovativeness shows a moderating effect on the relationship between emotional value and purchase intentions.
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The Impact of Perceived Service Fairness and Quality on the Behavioral Intentions of Chinese Hotel Guests: the Mediating Role of Consumption Emotions
TL;DR: In this article, the authors investigated how service evaluations in a hotel hospitality context elicit customers' affective states, which then contribute to their behavioral intentions, and found that perceived service fairness has a significant effect on perceived service quality and impacts behavioral intentions directly, but also indirectly through consumption emotions.
Journal Article
Customer loyalty in the sport services industry: the role of service quality, customer satisfaction, commitment and trust
TL;DR: In this paper, the authors examined the generalizability of a previously validated model concerning how customer perceptions of quality of services provided affect customer loyalty in the sport services industry and found that customer loyalty can be explained by customers' perceptions of the service quality of sport services provider.
Journal ArticleDOI
How do we keep them coming?: examining museum experiences using a services marketing paradigm
TL;DR: In this paper, the authors model the interrelationship of service quality, perceived value for time and money, and satisfaction to establish a system of relationships that predicts repurchase intention and repeat visits in museums.
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Vers une clarification théorique de la notion de valeur perçue en marketing
Arnaud Rivière,Rémi Mencarelli +1 more
TL;DR: The valeur percue par les consommateurs occupe une place significative dans les reflexions actuelles des praticiens et des chercheurs en marketing as mentioned in this paper.
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.