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Evaluating the Effects of Service Quality, Customer Satisfaction, and Service Value on Behavioral Intentions with Life Insurance Customers in India
16 references·16 citing·35 second hopsampled
Evaluating the Effects of Service Quality, Customer Satisfaction, and Service Value on Behavioral Intentions with Life Insurance Customers in India (2017)Evaluating the Effects of Service Quality…Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…Making Sense of Factor Analysis: The Use of Factor Analysis for Instrument Development in Health Care Research (2003)Making Sense of Factor Analys…Making Sense of Factor Analysis (2003)Making Sense of Factor Analys…Service loyalty (2002)Service loyaltyCustomer perceived value: a substitute for satisfaction in business markets? (2002)Customer perceived value: a s…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda (2000)The Impact of Technology on t…Introducing LISREL (2000)Introducing LISRELA comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study (2000)A comprehensive framework for…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment (1988)An Updated Paradigm for Scale…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Measuring QSR service quality on behavioral intentions of gen Z customers using QUICKSERV–mediating effect of service value and satisfaction (2022)Measuring QSR service quality…Effect of Promotional Mix on the Marketing of Insurance Services (2021)Effect of Promotional Mix on …Assessment of the satisfaction with public health insurance programs by patients with chronic diseases in China: a structural equation modeling approach (2021)Assessment of the satisfactio…Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review (2021)Amalgamation of Customer Rela…Identification of Telecom Volatile Customers Using a Particle Swarm Optimized K-Means Clustering on Their Personality Traits Analysis (2020)Identification of Telecom Vol…Exploring Enablers of Value Co-Creation in the Healthcare Service Delivery (2020)Exploring Enablers of Value C…Service Sector Performance, Industry and Growth in Nigeria (2019)Service Sector Performance, I…Predictors of the Continued Adoption of WECHAT Mobile Payment (2019)Predictors of the Continued A…Motivations for customer revisit behavior in online review comments: Analyzing the role of user experience using big data approaches (2019)Motivations for customer revi…Economic Decision-Making and the Impact of Risk Management (2019)Economic Decision-Making and …Data Mining-Based Evaluating the Customer Satisfaction for the Mobile Applications (2019)Data Mining-Based Evaluating …What Risks Does Lean Six Sigma Introduce? (2018)What Risks Does Lean Six Sigm…Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana (2018)Service Recovery, Perceived F…Risks Related to Lean Six Sigma Deployment and Sustainment Risks (2018)Risks Related to Lean Six Sig…Exploring Relationships Between Customer Satisfaction and Customer Attitude from Customer Relationship Management Viewpoint: An Empirical Study of Leisure Travellers (2018)Exploring Relationships Betwe…Using Marketing to Implement a Strategic Plan (2017)Using Marketing to Implement …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Coefficient Alpha and the Internal Structure of Tests (1951)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A Brief Tutorial on the Development of Measures for Use in Survey Questionnaires (1998)Structural Equation Modeling and Regression: Guidelines for Research Practice (2000)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)SCRIPTS, PLANS, GOALS, AND UNDERSTANDING (1988)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Technology Infusion in Service Encounters (2000)Customer repurchase intention (2003)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)E‐service quality: a model of virtual service quality dimensions (2003)Corporate Social Responsibility and Marketing: An Integrative Framework (2004)The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)Developing questionnaires for educational research: AMEE Guide No. 87 (2014)Exploratory Factor Analysis: A Guide to Best Practice (2018)Practical Considerations for Using Exploratory Factor Analysis in Educational Research (2020)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)
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References

  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 2003Making Sense of Factor Analysis2,167 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 2000The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda1,795 cited
  • 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
  • 2003Making Sense of Factor Analysis: The Use of Factor Analysis for Instrument Development in Health Care Research1,692 cited
  • 2002Service loyalty1,549 cited
  • 2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited
  • 2002

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Customer perceived value: a substitute for satisfaction in business markets?
1,268 cited
  • 2000Introducing LISREL1,176 cited
  • Cited by

    • 2019Motivations for customer revisit behavior in online review comments: Analyzing the role of user experience using big data approaches75 cited
    • 2018Risks Related to Lean Six Sigma Deployment and Sustainment Risks44 cited
    • 2021Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review41 cited
    • 2018Exploring Relationships Between Customer Satisfaction and Customer Attitude from Customer Relationship Management Viewpoint: An Empirical Study of Leisure Travellers36 cited
    • 2018Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana34 cited
    • 2019Economic Decision-Making and the Impact of Risk Management32 cited
    • 2021Assessment of the satisfaction with public health insurance programs by patients with chronic diseases in China: a structural equation modeling approach30 cited
    • 2022Measuring QSR service quality on behavioral intentions of gen Z customers using QUICKSERV–mediating effect of service value and satisfaction28 cited
    • 2019Service Sector Performance, Industry and Growth in Nigeria26 cited
    • 2017Using Marketing to Implement a Strategic Plan23 cited
    • 2018What Risks Does Lean Six Sigma Introduce?20 cited
    • 2019Predictors of the Continued Adoption of WECHAT Mobile Payment19 cited
    • 2019Data Mining-Based Evaluating the Customer Satisfaction for the Mobile Applications15 cited
    • 2021Effect of Promotional Mix on the Marketing of Insurance Services10 cited
    • 2020Identification of Telecom Volatile Customers Using a Particle Swarm Optimized K-Means Clustering on Their Personality Traits Analysis9 cited
    • 2020Exploring Enablers of Value Co-Creation in the Healthcare Service Delivery9 cited