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Service quality and customers’ behavioural intentions
16 references·0 citing·31 second hop
Service quality and customers’ behavioural intentions (2015)Service quality and customers’ behavioura…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination (1997)Modelling the relationship be…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Improving the measurement of service quality (1993)Improving the measurement of …A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Zero defections: quality comes to services. (1990)Zero defections: quality come…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)Structural Equation Models wi…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)The Conduct of Inquiry (1967)Estimation of a Model with Multiple Indicators and Multiple Causes of a Single Latent Variable (1975)User Acceptance of Information Technology: Toward A Unified View1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)PLS-SEM: Indeed a Silver Bullet (2011)Coefficient Alpha and the Internal Structure of Tests (1951)The critical incident technique. (1954)Handbook of Industrial and Organizational Psychology. (1977)The Effect of a Market Orientation on Business Profitability (1990)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)A General Approach to Confirmatory Maximum Likelihood Factor Analysis (1969)Intraclass Reliability Estimates: Testing Structural Assumptions (1974)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Understanding Customer Experience Throughout the Customer Journey (2016)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)
this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error113,385 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics19,243 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,591 cited
  • 1996The Behavioral Consequences of Service Quality12,400 cited
  • 1979Review of Psychometric theory (2nd ed.).11,466 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,528 cited
  • 1990Zero defections: quality comes to services.5,435 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,718 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1997Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination

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1,253 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,052 cited
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