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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The conceptualization and measurement of m-commerce user satisfaction
Yi-Shun Wang,Yi Wen Liao +1 more
TL;DR: This study addresses the concern for an effective m-commerce system design by means of the conceptualization and measurement of an m- commerce user satisfaction (MCUS) construct, and develops a standardized instrument with desirable psychometric properties for measuring MCUS.
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The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty
TL;DR: In this paper, the determinants of airline passenger loyalty in the high-frills Indonesian airline industry are identified and discussed and the interrelationships among passenger loyalty, customer engagement, customer satisfaction, brand image, perceived value and service quality are discussed.
Journal ArticleDOI
Some moderating effects on the service quality‐customer retention link
Chatura Ranaweera,Andy Neely +1 more
TL;DR: In this article, the authors present a holistic model of customer retention incorporating service quality perceptions, price perceptions, customer indifference and inertia, and find that perceptions of service quality have a direct linear relationship with customer retention even in mass services with low customer contact.
Journal ArticleDOI
The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing
TL;DR: The results indicate that service failure severity, interactional justice, procedural justice and perceived switching costs have a significant relationship with customer loyalty, and that interactionalJustice can mitigate the negative relationship between serviceFailure severity and customer loyalty.
Journal ArticleDOI
Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention
Heesup Han,Sunghyup Sean Hyun +1 more
TL;DR: The authors developed a theoretical framework in which overall image, image congruence, and quality of physical environment, service, and food affect guests' satisfaction and intentions to revisit a luxury hotel restaurant and visit other restaurants of the same hotel by considering the influence of conspicuousness as a moderator.
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.