Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
TLDR
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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Acta Non Verba? The Role of Customer Participation and Word of Mouth in the Relationship Between Service Firms’ Customer Satisfaction and Sales Performance
TL;DR: The authors found that satisfied customers do not necessarily buy more of a company's products and services, thus spurring researchers to look for a missing link between customer satisfaction and the purchase of more of them.
Journal ArticleDOI
The Effect of Brand Satisfaction, Trust and Brand Commitment on Loyalty and Repurchase Intentions
TL;DR: In this paper, the effect of the variables including brand value, brand equity, brand quality, brand satisfaction, brand trust, and brand commitment on brand loyalty and repurchase intentions was investigated.
Journal ArticleDOI
The Impact of the Customer Orientation of Call Center Employees on Customers' Affective Commitment and Loyalty:
TL;DR: In this article, the authors investigated the potential benefits of employees' customer orientation to service providers and tested relationships between customer focus (creating value) and service providers' focus (providing value).
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Identifying Cross-Channel Dissynergies for Multichannel Service Providers:
TL;DR: In this paper, the authors developed a model that relates offline channel satisfaction to perceptions about a new self-service channel and found that the negative relationship between online channel satisfaction and perceived usefulness is significantly stronger for men, older people, and less experienced Internet users.
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University Student Satisfaction: An Empirical Analysis
TL;DR: In this article, a hierarchical model is used to identify the dimensions of service quality as perceived by university students, to examine students' overall satisfaction with influential factors such as tuition fees (price) and university image, and to determine the impact of student's overall satisfaction on favourable future behavioural intentions.
References
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Journal ArticleDOI
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.