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 hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia
Gary Howat,Guy Assaker +1 more
TL;DR: In this article, the authors proposed a hierarchical, multidimensional scheme for perceived quality focussing on four process dimensions of service quality: facility presentation, core services, secondary services and staff.
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Examining the effects of website-induced flow in professional sporting team websites
Aron O'Cass,Jamie Carlson +1 more
TL;DR: The results indicate that a compelling online experience related to sporting team websites as represented by flow experiences appears to be a driver of positive aroused feelings, higher satisfaction levels, as well as website loyalty and word‐of‐mouth behaviours.
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Why should hotels go green? Insights from guests experience in green hotels.
TL;DR: In this article, the authors present the results of a survey targeted to the guests of an ecolabel-awarded hotel, investigating how consumers perceive the actions implemented by hotels to reduce their environmental impacts.
Journal ArticleDOI
Drivers of customers' cross‐buying intentions
TL;DR: In this paper, the authors examined the drivers of the customers' cross-buying intentions for services and found that the cross-buy intentions are primarily associated with image conflicts about the provider's abilities to deliver high-quality services from different service activities, and the perceived convenience of crossbuying from the same provider.
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How gamification marketing activities motivate desirable consumer behaviors: Focusing on the role of brand love
Chia Lin Hsu,Mu-Chen Chen +1 more
TL;DR: Satisfaction has a significant and positive effect on brand love, and in turn, on desirable consumer behaviors, which can permit online retailing companies to predict the future behaviors of their customers more exactly and guide their management of assets and gamification marketing activities.
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.