Effects of perceived sacrifice, quality, value, and satisfaction on behavioral intentions in the service environment

Shukla, Paurav (2010) Effects of perceived sacrifice, quality, value, and satisfaction on behavioral intentions in the service environment Services Marketing Quarterly, 31 (4). pp. 466-485. ISSN 1533-2977

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Abstract

This study synthesizes the efforts to conceptualize the effects of perceived sacrifice, perceived service quality, perceived value, and customer satisfaction on consumers’ behavioral intentions in the context of service environment. It reports an empirical assessment of a model of service encounters that simultaneously considers the direct effects of these variables on behavioral intentions. A number of notable findings are reported including the empirical verification that perceived sacrifice, service quality, value, and satisfaction may all be directly related to behavioral intentions when considered collectively. The results further suggest the indirect effects of the service quality and value constructs on behavioral intentions.

Item Type: Journal article
Uncontrolled Keywords: Customer loyalty; Customer satisfaction; Perceived sacrifice; Perceived service quality; Perceived value
Subjects: N000 Business and Management
N000 Business and Management > N500 Marketing
DOI (a stable link to the resource): 10.1080/15332969.2010.510730
Faculties: Brighton Business School
Brighton Business School > Marketing Research Group
Depositing User: Paurav Shukla
Date Deposited: 21 Oct 2010 12:55
Last Modified: 02 Jul 2012 13:35
URI: http://eprints.brighton.ac.uk/id/eprint/7715

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