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 relationship between personal values and perceived value of education
TL;DR: This article examined the functional relationship between the components of values and value, and found that value is a significant determinant of satisfaction, and that examining the relationship between these two constructs should take place at a disaggregate level.
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Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers
TL;DR: In this article, a cross-cultural assessment of the effects of service quality, service value, and satisfaction on consumers' behavioral intentions is reported, concluding that American consumers tend to place more emphasis on the tradeoff between what they receive in the service encounter and what they have to give up to receive the benefit.
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An SEM-artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline
TL;DR: Major influences of SERVPERF dimensions on customer satisfaction towards customer loyalty are revealed with 63.1% and 55.6% of variance in customer satisfaction and loyalty are explained.
Journal ArticleDOI
How determinant attributes of service quality influence customer-perceived value: an empirical investigation of the Australian coffee outlet industry.
Po‐Tsang Chen,Hsin‐Hui Hu +1 more
TL;DR: The authors investigated empirically how the determinant attributes of coffee quality, service, food and beverages, and extra benefits influenced customer-perceived value in the coffee outlet industry, and found that factors of determinant attribute of service quality significantly influenced functional and symbolic dimensions of perceived value.
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.
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.