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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Effects of outcome, process and shopping enjoyment on online consumer behaviour
TL;DR: The results showed that outcome value and process value contributed significantly to customer satisfaction and loyalty, and evidences confirmed that customer satisfaction affect customer loyalty.
Journal ArticleDOI
Competitive importance-performance analysis of an Australian wildlife park
TL;DR: CIPA uses benchmarking against competitors to determine cross-hair placement, reduce measurement bias and determine market position, and is applicable not only to tourism but also to other areas of management or marketing of a product or service.
Journal ArticleDOI
Structural Equation Modeling to Determine Passenger Loyalty Toward Intercity Bus Services
TL;DR: In this article, the authors investigated passenger loyalty to intercity bus services and identified important factors influencing loyalty, including satisfaction, service value, service quality, sacrifice, switching costs, attractiveness of competitors, and trust.
Journal ArticleDOI
The Determinants of Loyalty in Hotels
TL;DR: In this article, the authors evaluate the linkages between service quality, perceived value, customer satisfaction and behavioral loyalty in the hotel industry and provide new understanding on the interactions between the constructs within a serv...
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Revisiting the supermarket in-store customer shopping experience
TL;DR: In this paper, the authors dealt with the in-store customer shopping experience of a supermarket and found that merchandise assortment, interaction with staff and the internal shop environment and customers' in-shop emotions have a strong positive and significant relationship with cumulative customer satisfaction.
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.