Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
Reads0
Chats0
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
More filters
Journal ArticleDOI
Consumer ethnocentrism and willingness to buy: Analyzing the role of three demographic consumer characteristics
TL;DR: In this paper, the authors investigated the effect of demographic consumer characteristics on consumer ethnocentrism and willingness to buy on the tendency for consumer ethnocentricity and the moderating effects of these consumer characteristics.
Journal ArticleDOI
Customer value from a customer perspective: a comprehensive review
Albert Graf,Peter Maas +1 more
TL;DR: A broad overview, analysis, and critical evaluation of the different trends and approaches found to date in this research field, encompassing the development of perceived and desired customer value research, the relationships between the CV construct and other central marketing constructs, and the linkage between CV and the company interpretation of the value of the customer, like customer lifetime value (CLV), is provided in this paper.
Journal ArticleDOI
Effects of ethnic authenticity: Investigating Korean restaurant customers in the U.S.
TL;DR: In this paper, the authors modified the extended Mehrabian-Russell model by adding the authenticity of food and atmospherics to examine how ethnic authenticity influences customer behavioral intentions.
Journal ArticleDOI
Analysing the professional sport experience: A hierarchical approach
TL;DR: In this paper, a hierarchical model of the professional sport experience was developed to understand how spectator perceptions of service quality affect value, satisfaction, and behavioural intentions, and how these perceptions affect sports organizations' success.
Journal ArticleDOI
The influence of brand experience and service quality on customer engagement
TL;DR: In this paper, the authors examined how customer and firm based factors are related to customer engagement with a focus on the airline industry and found that customer-based factors such as brand experience and brand love significantly affect customer engagement.
References
More filters
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...
Journal ArticleDOI
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...
Journal ArticleDOI
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.