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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Employing structural topic modelling to explore perceived service quality attributes in Airbnb accommodation
TL;DR: This paper employed the structural topic model to extract service quality attributes from 242,020 Airbnb reviews in Malaysia and found that Malaysian Airbnb users care more about the appearance and location of the property, and international Airbnb users pay more attention to whether the property can accommodate a group of people.
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Country‐of‐origin contingencies: their joint influence on consumer behaviour
Alexander Josiassen,Albert Assaf +1 more
TL;DR: In this article, the authors investigated the three-way interaction among product country image, product origin congruency and product involvement on consumers' product-related evaluations and purchase intentions, and found that the importance that consumers place on country-of-origin (COO) image when they evaluate products is contingent on the product context.
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Service quality and satisfaction in business‐to‐business services
TL;DR: In this article, the authors investigate the effects of service quality and service satisfaction on intention in a business-to-business setting and find that service quality has a larger impact on intention than does customer satisfaction.
Journal ArticleDOI
Application of the Cognitive Dissonance Theory to the Service Industry
TL;DR: In this article, the authors examined the relationship between cognitive dissonance and relationship variables (trust and value) and proposed a model to understand how consumers process information facing a negative word-of-mouth (WOM) message that is incongruent with their existing belief.
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User adoption and purchasing intention after free trial: an empirical study of mobile newspapers
TL;DR: A theoretical model based on expectation conformation theory is proposed to investigate the effect of marketing stimuli in the form of free trial and price of using IS on consumers’ acceptance decision process and suggests that the trial experience has an impact on post-trial beliefs and attitude.
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.
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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.