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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Understanding the Adoption of Multipurpose Information Appliances: The Case of Mobile Data Services
Se-Joon Hong,Kar Yan Tam +1 more
TL;DR: The findings show that the determinants of multipurpose information appliance adoption decisions are not only different from those in the workplace, but are also dependent on the nature of the target technology and its usage context.
Journal ArticleDOI
Consumer responses to compensation, speed of recovery and apology after a service failure
Jochen Wirtz,Anna S. Mattila +1 more
TL;DR: In this article, the authors examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their post-recovery satisfaction and behavioral responses (repatronage intent and negative word-of-mouth) in a service failure context that does not involve monetary costs to the consumer.
Journal ArticleDOI
Effects of consumer perceptions of brand experience on the web: brand familiarity, satisfaction and brand trust
Hong-Youl Ha,Helen Perks +1 more
TL;DR: In this article, the authors investigated whether there is a direct relationship between brand experience and brand trust or whether there are indirect relationships via satisfaction or brand familiarity, and the results of an empirical study of e-consumer behavior show that brand trust is achieved through the following dimensions operating and interrelating as antecedent constructs: first, various brand experiences and the search for information, secondly, a high level of brand familiarity and thirdly, customer satisfaction based on cognitive and emotional factors.
Journal ArticleDOI
Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level
TL;DR: This article explored the complex relationships between these constructs using structural equation modelling, whereby both formative and reflective constructs are included The structural model was tested on a sample of 1056 visitors at four tourist destinations in Slovenia and the empirical validation of the conceptual model supported the research hypotheses Destination attributes affect the perceived quality of tourist offerings, which positively relates to satisfaction as well as visitors' behavioural intentions.
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Service quality, customer satisfaction, and behavioral intentions in the service factory
TL;DR: In this article, the authors investigate whether the typology to which a service belongs may explain the nature of the service quality construct and its relationship to customer satisfaction (SAT) and behavioral intentions (BI).
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.