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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Service Quality And Customer Satisfaction: An Empirical Investigation In Indian Mobile Telecommunications Services
TL;DR: In this article, the authors identify service-related factors in the Indian mobile telecommunications market which influence customer satisfaction (CS), repurchase intention (RI), and customers propensity to recommend the service to others.
Journal ArticleDOI
The effect of corporate social responsibility on consumer satisfaction and perceived value: the case of the automobile industry sector in Portugal
TL;DR: In this article, the authors present research on the contribution to consumer satisfaction of the perceived CSR of three car manufacturers in terms of labor practices, community development and environmental performance within a group of 329 Portuguese car buyers and users.
Journal ArticleDOI
Investigating the Types of Value and Cost of Green Brands: Proposition of a Conceptual Framework
TL;DR: In this article, the authors apply the customer value (CV) concept in the context of green marketing aiming to provide insights on the factors that motivate and/or hinder the development of consumer-green brand relationships.
Journal ArticleDOI
Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels
Ali Ahani,Mehrbakhsh Nilashi,Elaheh Yadegaridehkordi,Louis Sanzogni,A. Rashid Tarik,Kathy Knox,Sarminah Samad,Othman Ibrahim +7 more
TL;DR: In this article, the authors identify the important factors for hotel selection based on previous travelers' reviews on TripAdvisor and develop a new method for the use of Multi-Criteria Decision-Making (MCDM) and soft computing approaches.
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The Roles of Value, Satisfaction, and Commitment in the Effect of Service Quality on Customer Loyalty in Hong Kong–Style Tea Restaurants
TL;DR: In this paper, the authors evaluate the roles of perceived value, customer satisfaction, and affective commitment as they mediate the effect of service quality on customer loyalty at Hong Kong businesses.
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.
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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.