Journal Article10.1016/S0022-4359(99)80094-3
A model of consumer perceptions and store loyalty intentions for a supermarket retailer
986
TL;DR: In this paper, the authors study the store loyalty intentions of current customers for a multi-store grocery retailer and find that service quality is by far the most critical determinant of merchandise quality perception, while perceived value does play an important role in the determination of store loyalty intention if there is a high degree of competitor attractiveness.
read more
About: This article is published in Journal of Retailing. The article was published on 01 Jun 1998. The article focuses on the topics: Quality (business) & Order (business).
read more
Chat with Paper
AI Agents for this Paper
Find similar papers on Google Scholar, PubMed and Arxiv
Write a critical review of this paper
Analyze citations of this paper to find unaddressed research gaps
Citations
An assessment of the use of partial least squares structural equation modeling in marketing research
Joseph F. Hair,Marko Sarstedt,Marko Sarstedt,Christian M. Ringle,Christian M. Ringle,Jeannette A. Mena +5 more
TL;DR: An extensive search in the 30 top ranked marketing journals allowed us to identify 204 PLS-SEM applications published in a 30-year period (1981 to 2010), and a critical analysis of these articles addresses the following key methodological issues: reasons for using PLS, data and model characteristics, outer and inner model evaluations, and reporting.
7.4K
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
TL;DR: 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.
7.1K
Customer Experience Creation: Determinants, Dynamics and Management Strategies
Peter C. Verhoef,Katherine N. Lemon,A. Parasuraman,Anne L. Roggeveen,Michael Tsiros,Leonard A. Schlesinger +5 more
TL;DR: In this article, the authors provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective, and propose a conceptual model, in which they discuss the determinants of customer experience.
2.9K
Customer loyalty in e-commerce: an exploration of its antecedents and consequences
TL;DR: In this paper, the antecedents and consequences of customer loyalty in an online business-to-consumer (B2C) context are investigated and the authors identify eight factors (customization, contact interactivity, care, community, convenience, cultivation, choice, and character) that potentially impact e-loyalty and develop scales to measure these factors.
2.5K
E-satisfaction and e-loyalty: A contingency framework
TL;DR: In this paper, the authors investigated the impact of satisfaction on e-loyalty in the context of electronic commerce and found that consumers' individual level factors and firms' business level factors moderated the relationship between satisfaction and e-satisfaction.
2.4K
References
The Prediction Sum of Squares as a General Measure for Regression Diagnostics
TL;DR: In this paper, the authors compare R 2 with Q2 and suggest that the latter should be used as part of the data-quality check, and show that in the presence of outliers the Q2 statistic can be negative, due to the choice of regressors and the inclusion of influential observations.
53
Comments on “the measurement of factorial indeterminacy”
TL;DR: Guttman's index of indeterminacy (2ρ2 − 1) measures the potential amount of uncertainty in picking the right alternative interpretation for a factor as discussed by the authors, while the dimensionality of the space in which unpredicted components of alternative solutions are to be found.
41
•Journal Article
Beefing up operations in service firms.
Richard B. Chase,Robert H. Hayes +1 more
TL;DR: This article discusses four types of companies on a continuum, from the company that is simply "available for service" to the firm that delivers world class service, and applies the manufacturing strategy paradigm to services as a means of implementing change.