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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Journal ArticleDOI
Twenty-seven years of service research: a literature review and research agenda
TL;DR: In this paper, the authors analyze the contents of 3,177 service research articles published in ten major academic journals between 1993 and August 2019 and present an up-to-date picture of the discipline and an agenda to stimulate continued research.
Journal ArticleDOI
Intrinsic value dimensions and the value-satisfaction-loyalty chain: a causal model for services
TL;DR: In this article, the authors propose four scales of intrinsic values (entertainment, aesthetics, ethics and spirituality as relaxation), based on Holbrook's (1999) value typology, and a casual model is used to measure the relationships between these four values and overall perceived value, satisfaction and loyalty.
Book ChapterDOI
The Role of Authenticity in Airbnb Experiences
TL;DR: The role of perceived authenticity as an important part of the peer-to-peer hosting experience leading to satisfaction is demonstrated and hosts are provided insights how to enhance tourists’ perceived authenticity and relive upon Airbnb’s authentic brand claim.
Posted Content
Understanding Continued Information Technology Usage Behavior: A Comparison of Three Models in the Context of Mobile Internet
TL;DR: There are provided a dust generation preventing structure of a wafer storage case and a process for preventing dust generation thereof, wherein dust generation is effectively prevented by blocking or suppressing free movement of particles constantly generated from a surface of a Wafer Storage case of a synthetic resin with a coating layer of a surfactant.
Journal ArticleDOI
Service recovery's impact on customers next-in-line
TL;DR: In this article, the authors examined whether observing a service recovery influenced the observing customers' satisfaction and repurchase intentions, and whether service quality perceptions mediate, and customers' locus of control attributions moderate these relationships.
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...
Journal ArticleDOI
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...
Journal ArticleDOI
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.