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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Supporting the e‐business readiness of small and medium‐sized enterprises: approaches and metrics
TL;DR: A balance among attention to infrastructure components has not yet been achieved in these countries and six categories of e‐business readiness metrics and measures are suggested for assessing how a country is performing in terms of providing a positive e‐ business readiness climate.
Journal ArticleDOI
Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
Clay M. Voorhees,Paul W. Fombelle,Yany Grégoire,Sterling A. Bone,Anders Gustafsson,Rui Sousa,Travis Walkowiak +6 more
TL;DR: The importance of studying the service experience, which encompasses multiple service encounters, has been emphasized by service researchers as mentioned in this paper, but the reflection on a series of service encounters has not yet been explored.
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Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites
Jamie Carlson,Aron O'Cass +1 more
TL;DR: In this article, the authors developed a conceptual model to examine the relationships among e-service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content-driven web sites.
Journal ArticleDOI
The role of technology readiness in customers' perception and adoption of self‐service technologies
TL;DR: In this paper, the authors examined how technology readiness (TR) influences customers' perception and adoption of self-service technologies (SSTs) through development of an empirical model to explore the relationships among TR, perceived service quality, satisfaction and behavioral intentions toward SSTs.
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Customer dominant value formation in service
TL;DR: In this paper, the focus is shifted from the company's service processes involving the customer, to the customer's multi-contextual value formation, involving the company, and it is proposed that value is not always an active process of creation; instead, value is embedded and formed in the highly dynamic and multiscale reality and life of the customer.
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.