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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An integrative model of customers' perceptions of health care services in Taiwan
TL;DR: In this article, an integrative model of customers' perceptions of health care services based on the established relationship among four key constructs (service quality, perceived value, satisfaction, and behavioural intentions) is proposed.
Journal ArticleDOI
Tourist expenditure and quality: why repeat tourists can spend less than first-timers.
Joaquín Alegre,Magdalena Cladera +1 more
TL;DR: The authors found that quality as a motivation has a higher positive effect on tourist expenditure for first-time visitors than it does for repeat visitors, which can be explained using limited information models and consumers' perceptions of prices as a signal of product/service quality.
Journal ArticleDOI
The Antecedents of Customer Loyalty for Broadband Services: The Role of Service Quality, Emotional Satisfaction and Corporate Image
TL;DR: In this paper, the authors developed and tested a model to investigate the antecedents of customer loyalty of fixed broadband service providers in Greece and found that perceived service quality aspects, emotional satisfaction and image are key drivers of customers' intentional loyalty.
Journal ArticleDOI
Financial institutions using social media - do consumers perceive value?
TL;DR: In this paper, the authors examine consumer perceptions of value of financial institutions using social media to interact with consumers; if overall perceived value predicts a consumer's intention to adopt, and if intention predicts self-reported adoption of social media.
Journal ArticleDOI
An Organic Approach to Customer Engagement and Loyalty
TL;DR: This research employs a longitudinal study focusing on consumers in the United States of America and examines the relationships between organic customer-engagement behaviors and customer loyalty.
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.