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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User Satisfaction with Information Technology Service Delivery: A Social Capital Perspective
TL;DR: This work re-conceptualizes IT service delivery as a bilateral, relational process between the IT staff and users, and proposes that two major dimensions of social capital, i.e., cognitive capital and relational capital, not only affect user satisfaction but also strengthen the established relationship between service quality and user satisfaction.
Journal ArticleDOI
Linking process and outcome to service quality and customer satisfaction evaluations
TL;DR: In this paper, a theoretical framework is proposed to suggest links between the four concepts of process, outcome, process, and service quality, and a combination of content analysis and statistical tests is used to look for patterns in the data.
Journal ArticleDOI
The WOW factor: Creating value through win-back offers to reacquire lost customers
TL;DR: In this article, the authors developed an empirical model that identifies the factors driving win-back offer effectiveness and found that value determinants (price and service benefits provided in the winback offer), social capital and service importance play a prominent role in shaping customer switch-back intentions regardless of the level of previous satisfaction, regret, or delight with the new service provider.
Journal ArticleDOI
Service quality and customer satisfaction: The moderating effects of hotel star rating
Robin Nunkoo,Viraiyan Teeroovengadum,Christian M. Ringle,Christian M. Ringle,Vivek Sunnassee +4 more
TL;DR: In this article, a multi-group analysis and an importance-performance map analysis by means of PLS-SEM are used to differentiate between service quality performance scores and their influences on customer satisfaction across accommodation with a different star grading.
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Students as “co‐producers” of education: a proposed model of student socialisation and participation at tertiary institutions
Theuns G. Kotze,P.J. Du Plessis +1 more
TL;DR: In this paper, a new conceptual model of student socialisation and participation to be tested in the context of higher education is presented, where students "co-produce" their education through their participation in an array of learning activities and contribute directly to their own satisfaction, quality and value perceptions.
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.