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 influence of perceived product quality, relative price and risk on customer value and willingness to buy: a study of private label merchandise
TL;DR: In this article, the influence of perceived product quality, relative price and risk, respectively, on perceived product value and consumers' willingness to buy private label household cleaning products was examined, and the results indicated that establishing a value perception is critical in the buying process.
Journal ArticleDOI
Customer satisfaction and its measurement in hospitality enterprises: a revisit and update
TL;DR: The most recent research on customer satisfaction measurements and scales is summarized and presented in this article, followed by a discussion on the dimensions and attributes of satisfaction, the main methods of measuring satisfaction are listed, and cross-cultural issues that affect satisfaction are reviewed.
Journal ArticleDOI
An examination of the antecedents of repatronage intentions across different retail store formats
Debra Ann Grace,Aron O'Cass +1 more
TL;DR: This paper explored the extent to which repatronage intentions of retail stores are affected by perceived value for money, customer satisfaction and consumption feelings, and examined the effect of store service provision as an antecedent to such consumer evaluations.
Journal ArticleDOI
The notion of internal market orientation and employee job satisfaction: some preliminary evidence
TL;DR: In this article, the authors examined the impact of internal market orientation on the application of internal marketing practices and employee job satisfaction and found that job satisfaction is positively related with the practice of the internal marketing.
Journal ArticleDOI
The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust
Tahir Islam,Tahir Islam,Rauf Islam,Abdul Hameed Pitafi,Liang Xiaobei,Mahmood Rehmani,Muhammad Irfan,Muhammad Shujaat Mubarak +7 more
TL;DR: In this paper, the authors developed the underlying mechanism through which corporate social responsibility influences the customer loyalty by simultaneously including corporate reputation, customer satisfaction, and customer trust as mediators, and corporate abilities 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.