Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
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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
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Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers
William Jen,Rungting Tu,Tim Lu +2 more
TL;DR: In this paper, a causal relationship model that considers the service quality-satisfaction-behavioral intentions paradigm, perceived value theory, and switching barrier theory was proposed to improve passengers' behavioral intention.
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A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong
TL;DR: In this article, a multi-dimensional and hierarchical approach is used to examine the relationships between higher-order experiential quality, experiencial value (emotional value and functional value), trust, corporate reputation and behavioral intentions perceived by cruise tourists.
Journal Article
Consumer Perception of Value: Literature Review and a New Conceptual Framework
TL;DR: A review of the existing literature on the concept of value can be found in this article, which highlights the polysemy and the diversity of terms that have been used, along with the different definitions that were proposed.
Journal ArticleDOI
How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality
TL;DR: In this paper, the authors empirically examined the effects of customer perceived ethicality in the context of corporate services brands, based on data collected for eight service categories using a panel of 2179 customers, the hypothesized structural model is tested using path analysis.
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Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA
TL;DR: Nokia features as the most efficient brand followed by LG and Sonny Ericsson in terms of CS&L efficiency, while Motorola, Samsung and Panasonic rank as the least efficient brands in Turkey.
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.