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A Multistage Model of Customers' Assessments of Service Quality and Value

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Cited by:

  1. Benjamin T. Hazen & Robert E. Overstreet & Yacan Wang, 2015. "Predicting Public Bicycle Adoption Using the Technology Acceptance Model," Sustainability, MDPI, vol. 7(11), pages 1-16, October.
  2. Mohammad Naim Chaker, 2015. "Consumers' Perceptions of Banks Country of Origin in the UAE," Eurasian Journal of Economics and Finance, Eurasian Publications, vol. 3(3), pages 25-34.
  3. Mushahid Ali Shamsi & Asiya Chaudhary & Imran Anwar & Rajarshi Dasgupta & Sachin Sharma, 2022. "Nexus between Environmental Consciousness and Consumers’ Purchase Intention toward Circular Textile Products in India: A Moderated-Mediation Approach," Sustainability, MDPI, vol. 14(20), pages 1-18, October.
  4. López-Bonilla, Jesús Manuel & López-Bonilla, Luis Miguel, 2008. "Influence of the state-owned airlines on passenger satisfaction," Journal of Air Transport Management, Elsevier, vol. 14(3), pages 143-145.
  5. Xin Xu & James Y. L. Thong & Viswanath Venkatesh, 2014. "Effects of ICT Service Innovation and Complementary Strategies on Brand Equity and Customer Loyalty in a Consumer Technology Market," Information Systems Research, INFORMS, vol. 25(4), pages 710-729, December.
  6. Wajeeha Aslam & Ayesha Tariq & Imtiaz Arif, 2019. "The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis," Global Business Review, International Management Institute, vol. 20(5), pages 1155-1178, October.
  7. Farooq, Muhammad Shoaib & Salam, Maimoona & Fayolle, Alain & Jaafar, Norizan & Ayupp, Kartinah, 2018. "Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 169-180.
  8. Ana Suárez-Vázquez, 2011. "Critic power or star power? The influence of hallmarks of quality of motion pictures: an experimental approach," Journal of Cultural Economics, Springer;The Association for Cultural Economics International, vol. 35(2), pages 119-135, May.
  9. Guan, Xinhua & Xie, Lishan & Shen, Wen-Guo & Huan, Tzung-Cheng, 2021. "Are you a tech-savvy person? Exploring factors influencing customers using self-service technology," Technology in Society, Elsevier, vol. 65(C).
  10. Mushtaq A Bhat, 2005. "Service Quality Perceptions in Banks: A Comparative Analysis," Vision, , vol. 9(1), pages 11-20, January.
  11. Juan Antonio Campos Soria & Ricardo Pagan Rodríguez, 2003. "Internal and external effects of quality on competitiveness: Applications for the hotel sector in Spain," ERSA conference papers ersa03p131, European Regional Science Association.
  12. Jelena Legcevic, 2009. "Quality Gap Of Educational Services In Viewpoints Of Students," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 18(2), pages 279-298, december.
  13. Ana Isabel Polo Peña & Dolores María Frías Jamilena & Miguel Ángel Rodríguez Molina, 2017. "The effects of perceived value on loyalty: the moderating effect of market orientation adoption," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 93-116, March.
  14. Hilal Ozen, 2015. "Online Relationship Quality: Does It Increase Repurchase Intention from Private Shopping Sites?," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(7), pages 300-312, July.
  15. Mukhopadhyay, Soumya & Chung, Tuck Siong, 2016. "Preference instability, consumption and online rating behavior," International Journal of Research in Marketing, Elsevier, vol. 33(3), pages 624-638.
  16. Matteo FINI & Patrizio GREGORI, 2007. "Metodi quantitativi di valutazione e monitoraggio dei rapporti con la clientela. Strategie di marketing e modelli di customer equity," Departmental Working Papers 2007-39, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.
  17. Koesharijadi Koesharijadi, 2016. "Factors Affecting Loyalty Customer Services Banking Industry in East Java," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 168-168, May.
  18. Akkhaporn Kokkhangplu & Wanida Onlamai & Tananat Chokpreedapanich & Kraisak Phikul, 2023. "What Predicts Behavioral Intention in Eco-Friendly Hotels? The Roles of Tourist’s Perceived Value and Satisfaction: A Case Study of Thailand," Sustainability, MDPI, vol. 15(4), pages 1-21, February.
  19. Don Jeng & Sky Kuo, 2012. "Internal service quality within the different Chinese subcultures: a comparison between Taiwan, China, and Singapore," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 425-458, December.
  20. Panchapakesan, P., 2013. "Antecedents of customer loyalty in medical tourism," Working Papers Series 2 13-03, ISCTE-IUL, Business Research Unit (BRU-IUL).
  21. Lapierre, Jozee & Filiatrault, Pierre & Chebat, Jean-Charles, 1999. "Value Strategy Rather Than Quality Strategy: A Case of Business-to-Business Professional Services," Journal of Business Research, Elsevier, vol. 45(2), pages 235-246, June.
  22. Lei Huang, 2017. "Birds of a feather: a normative model of assessing consumers’ satisfaction in a generalized expectation–disconfirmation paradigm," Journal of Marketing Analytics, Palgrave Macmillan, vol. 5(1), pages 5-13, March.
  23. Najat Abdullrahim & Julie Robson, 2017. "The importance of service quality in British Muslim’s choice of an Islamic or non-Islamic bank account," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(2), pages 54-63, June.
  24. Qin, Hong & Prybutok, Victor R., 2013. "A quantitative model for patient behavioral decisions in the urgent care industry," Socio-Economic Planning Sciences, Elsevier, vol. 47(1), pages 50-64.
  25. Eneizan Bilal Mohammad & Alsakarneh Asaad Ahmad abdelqader & AL-kharabsheh Kamel A. & AL-Abrrow Hadi & Alnoor Alhamzah, 2019. "An Investigation into the Relationship between Emotional Labor and Customer Satisfaction," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 27(4), pages 23-47, December.
  26. Yi-Man Teng & Kun-Shan Wu, 2019. "Sustainability Development in Hospitality: The Effect of Perceived Value on Customers’ Green Restaurant Behavioral Intention," Sustainability, MDPI, vol. 11(7), pages 1-13, April.
  27. Sheu, Jiuh-Biing, 2014. "Airline ambidextrous competition under an emissions trading scheme – A reference-dependent behavioral perspective," Transportation Research Part B: Methodological, Elsevier, vol. 60(C), pages 115-145.
  28. Lai, Fujun & Griffin, Mitch & Babin, Barry J., 2009. "How quality, value, image, and satisfaction create loyalty at a Chinese telecom," Journal of Business Research, Elsevier, vol. 62(10), pages 980-986, October.
  29. Briggs, Elten & Landry, Timothy D. & Daugherty, Patricia J., 2007. "Patronage in continually delivered business service contexts," Journal of Business Research, Elsevier, vol. 60(11), pages 1144-1151, November.
  30. Raja Sankaran & Shibashish Chakraborty, 2021. "Factors Impacting Mobile Banking in India: Empirical Approach Extending UTAUT2 with Perceived Value and Trust," IIM Kozhikode Society & Management Review, , vol. 11(1), pages 7-24, January.
  31. José Javier Pérez-Barea & Ricardo Espantaleón-Pérez & Peter Šedík, 2020. "Evaluating the Perception of Socially Responsible Consumers: The Case of Products Derived from Organic Beef," Sustainability, MDPI, vol. 12(23), pages 1-24, December.
  32. Foroudi, Pantea & Akarsu, Tuğra Nazlı & Ageeva, Elena & Foroudi, Mohammad M. & Dennis, Charles & Melewar, T.C., 2018. "PROMISING THE DREAM: Changing destination image of London through the effect of website place," Journal of Business Research, Elsevier, vol. 83(C), pages 97-110.
  33. Shin-Yi Lin & Chia-Chi Chang, 2020. "Tea for Well-Being: Restaurant Atmosphere and Repurchase Intention for Hotel Afternoon Tea Services," Sustainability, MDPI, vol. 12(3), pages 1-14, January.
  34. Ying-hao Liao, 2024. "Study on the Impact of Multi-brand Strategy on Perceived Value and Consumption Intention: A Case of the Chain Restaurant Industry," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 14(6), pages 1-6.
  35. Ayat Mazin Almahmoud, 2019. "The Impact of Social Media Characteristics and Customer Attitude on EWOM: An Empirical Study in Jordanian Banking Sector," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(2), pages 169-188, April.
  36. De Angelis, Matteo & Tassiello, Vito & Amatulli, Cesare & Costabile, Michele, 2017. "How language abstractness affects service referral persuasiveness," Journal of Business Research, Elsevier, vol. 72(C), pages 119-126.
  37. Nicholas Paparoidamis & Constantine Katsikeas & Ruben Chumpitaz, 2017. "The role of supplier performance in building customer trust and loyalty: A cross-country examination," Post-Print hal-01745331, HAL.
  38. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
  39. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
  40. Yonggui Wang & Hing-Po Lo & Yongheng Yang, 2004. "An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry," Information Systems Frontiers, Springer, vol. 6(4), pages 325-340, December.
  41. Tae-Seung Park & Jun-Su Kim & Jiyoun Kim, 2021. "The Impact of Perceived Hapkido Service Quality on Exercise Continuation and Recommendation Intentions, with a Focus on Korean Middle and High School Students," Sustainability, MDPI, vol. 13(6), pages 1-10, March.
  42. Ceric, Arnela & D'Alessandro, Steven & Soutar, Geoff & Johnson, Lester, 2016. "Using blueprinting and benchmarking to identify marketing resources that help co-create customer value," Journal of Business Research, Elsevier, vol. 69(12), pages 5653-5661.
  43. Aleksandra Pisnik & Jasmina Dlačić & Borut Milfelner, 2016. "The Importance of Perceived Service Value in Retail Banking Services," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 28(2), pages 191-212.
  44. Jinsoo Hwang & Jinkyung Jenny Kim & Jenni Soo-Hee Lee & Noman Sahito, 2020. "How to Form Wellbeing Perception and Its Outcomes in the Context of Elderly Tourism: Moderating Role of Tour Guide Services," IJERPH, MDPI, vol. 17(3), pages 1-16, February.
  45. Oh, Haemoon & Jeong, Miyoung & Baloglu, Seyhmus, 2013. "Tourists' adoption of self-service technologies at resort hotels," Journal of Business Research, Elsevier, vol. 66(6), pages 692-699.
  46. El Hedhli, Kamel & Chebat, Jean-Charles, 2009. "Developing and validating a psychometric shopper-based mall equity measure," Journal of Business Research, Elsevier, vol. 62(6), pages 581-587, June.
  47. Taryn Renatta De Mendonca & Yan Zhou, 2019. "Environmental Performance, Customer Satisfaction, and Profitability: A Study among Large U.S. Companies," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
  48. Fahad Javed Baig & Sidra Ramzan & Nargis Akhtar & Hfiza Sobia Tufail & Fasiha Nargis, 2022. "Religious Beliefs about Concept of Qalb (Heart) for Innovative Transformational Learning," Journal of Policy Research (JPR), Research Foundation for Humanity (RFH), vol. 8(3), pages 46-58, December.
  49. Rahim A. Ganiyu, 2016. "Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 52(1), pages 94-117, December.
  50. Adrian Castro-Lopez & Javier Puente & Rodolfo Vazquez-Casielles, 2018. "e-Service Quality Model for Spanish Textile and Fashion Sector: Positioning Analysis and B2C Ranking by F-Topsis," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 17(02), pages 485-512, March.
  51. Luiz Antonio Slongo & Carlos Sérgio Valdez Saldanha & Syed H. Akhter, 2014. "Low-Income Consumers in Brazil: Nuances of a Market That Can No Longer Be Ignored," International Journal of Management Sciences, Research Academy of Social Sciences, vol. 4(10), pages 485-505.
  52. Yasin Galip Gencer & Ulas Akkucuk, 2017. "Measuring Quality in Automobile Aftersales: AutoSERVQUAL Scale," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 110-110, February.
  53. Kim, Junic, 2021. "Platform quality factors influencing content providers’ loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  54. Mushahid Ali Shamsi & Imran Anwar & Asiya Chaudhary & Samreen Akhtar & Alam Ahmad, 2023. "Sustainable Transition through Circular Textile Products: An Empirical Study of Consumers’ Acceptance in India," Sustainability, MDPI, vol. 15(18), pages 1-20, September.
  55. Mitra, Debanjan & Fay, Scott, 2010. "Managing Service Expectations in Online Markets: A Signaling Theory of E-tailer Pricing and Empirical Tests," Journal of Retailing, Elsevier, vol. 86(2), pages 184-199.
  56. Hun Kim & Byenghee Chang, 2020. "A Study on the Effects of Crowdfunding Values on the Intention to Visit Local Festivals: Focusing on Mediating Effects of Perceived Risk and e-WOM," Sustainability, MDPI, vol. 12(8), pages 1-19, April.
  57. Caputa, Wiesława & Krawczyk-Sokolowska, Izabela & Pierscieniak, Agata, 2021. "The potential of web awareness as a determinant of dually defined customer value," Technological Forecasting and Social Change, Elsevier, vol. 163(C).
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  60. Kamran Khan & Dr. Irfan Hameed, 2017. "The mediation of customer satisfaction and moderation of Price: Evidence from the generation Y users of cell phones," KASBIT Business Journals (KBJ), Khadim Ali Shah Bukhari Institute of Technology (KASBIT), vol. 10, pages 21-56, December.
  61. repec:dgr:rugsom:04f04 is not listed on IDEAS
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