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
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Linking perceived value and loyalty in location‐based mobile services
TL;DR: In this article, the authors analyzed the direct effect of perceived value dimensions (monetary, convenience, social, emotional, conditional and epistemic value) on attitudinal and behavioral components of loyalty: commitment and behavioral intentions to use location-based mobile services.
Journal ArticleDOI
Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study
TL;DR: In this paper, the authors studied the relationship between service quality and perceived value and how they impact customer satisfaction, corporate image, and behavioral intentions. And they concluded that delivering high quality service and creating superior customer value can result in achieve high customer satisfaction.
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“Migrating” to New Service Providers: Toward a Unifying Framework of Consumers’ Switching Behaviors
TL;DR: In this paper, the applicability of a model of migration from the human geography literature as a unifying, theoretical framework for understanding consumers' service provider switching behaviors was explored, and survey data from approximately 700 consumers were used to examine the usefulness of the push, pull, and moorings (PPM) migration model.
Journal ArticleDOI
The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting
Chatura Ranaweera,Jaideep Prabhu +1 more
TL;DR: In this paper, the authors examine the combined effects of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting and find that the effect of trust on retention is weaker than that of satisfaction.
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The contribution of emotional satisfaction to consumer loyalty
Yi Ting Yu,Alison Dean +1 more
TL;DR: The authors explored the role of emotions in satisfaction, and compared the predictive ability of the cognitive and affective elements of customer satisfaction, finding that both positive and negative emotions, and the cognitive component of satisfaction correlate with loyalty.
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.