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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Antecedents and Consequences of Service Quality in Consumer Evaluation of Self-Service Internet Technologies
TL;DR: In this paper, the authors explored the role of service quality in consumer evaluation of technology-based self-service options and found that perceived control has the strongest influence on service quality evaluations.
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An Investigation of Perceived Value Dimensions: Implications for Hospitality Research:
TL;DR: In this paper, a two-dimensional value scale developed by Grewal, Monroe, and Krishnan was applied to evaluate the impact of value for money on customers' choice behavior at the prepurchase phase and their intention to recommend and return behaviors at the postpurchase phase.
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Perceived service quality: Analyzing relationships among employees, customers, and financial performance
Dong Kyoon Yoo,Jeong Ah Park +1 more
TL;DR: In this paper, the authors provide a research framework that examines relationships among employees, perceived service quality, customers, and financial performance to show how firms can enhance their service quality to increase customer satisfaction and thus financial performance.
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The role of digital influencers in brand recommendation: Examining their impact on engagement, expected value and purchase intention
TL;DR: Results from a sample of 280 followers show that the perceived influential power of digital influencers not only helps to generate engagement but also increases expected value and behavioral intention regarding the recommended brands.
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How does perceived firm innovativeness affect the consumer
TL;DR: In this paper, a broad-based, consumer-centric view of innovation is presented, referred to as perceived firm innovativeness (PFI), which is defined as the consumer's perception of an enduring firm capability that results in novel, creative, and impactful ideas and solutions.
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.