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
More filters
Book ChapterDOI
Structural Equation Modeling
TL;DR: The theory of SEM, which allows for the analysis of independent observations for both unrelated and family data, the available software for SEM, and an example of SEM analysis are reviewed.
Journal ArticleDOI
How destination image and evaluative factors affect behavioral intentions
Ching Fu Chen,Dung-Chun Tsai +1 more
TL;DR: In this paper, a more integrated tourist behavior model by including destination image and perceived value into the "quality-satisfaction-behavioral intentions" paradigm was proposed, and the structural relationships between all variables with respect to different stages of tourist behaviors were investigated in the study.
Journal ArticleDOI
Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach
TL;DR: In this article, the authors examined the causal relationships among destination image, tourist attribute and overall satisfaction, and proposed a research model in which seven hypotheses were developed, and the theoretical and managerial implications were drawn based on the study findings.
Journal ArticleDOI
Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists
Ching Fu Chen,Fu Shian Chen +1 more
TL;DR: In this paper, the authors examined the visitor experience of heritage tourism and investigated the relationships between the quality of those experiences, perceived value, satisfaction, and behavioral intentions, using structural equation modeling (SEM) technique.
Journal ArticleDOI
Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context:
TL;DR: In this paper, the authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting, and they hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and customer satisfaction and loyalty have significant reciprocal effects on each other.
References
More filters
Journal ArticleDOI
Consumer Trade-Offs and the Evaluation of Services:
Amy L. Ostrom,Dawn lacobucci +1 more
TL;DR: In this article, the evaluation of services by consumers in terms of service attributes that should have an impact on judgments as well as the nature of the judgments themselves is investigated, and a conjoint analysi...
Journal ArticleDOI
Consumer satisfaction and perceived quality : complementary or divergent constructs ?
TL;DR: This article applied a theoretical framework to help build a model that attempts to explain the relationships among disconfirmation of expectations, perceived quality, satisfaction, perceived situational control, and behavioral intentions.
Journal ArticleDOI
Antecedents to Customer Expectations for Service Recovery
Scott W. Kelley,Mark A. Davis +1 more
TL;DR: In this article, a conceptual model is proposed in which customer perceptions of service quality, customer satisfaction, and customer organizational commitment function as antecedents to service recovery expectations are considered.
Journal ArticleDOI
Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior
TL;DR: In this article, customer satisfaction cues in retail banking services in Greece are examined and an instrument of customer satisfaction that contains service quality and such other attributes as price, convenience, and innovation is proposed.