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

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

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.

Customer loyalty, Customer satisfaction, Perceived sacrifice, Perceived service quality, Perceived value
1533-2969
466-484
Shukla, Paurav
d3acd968-350b-40cf-890b-12c2e7aaa49d
Shukla, Paurav
d3acd968-350b-40cf-890b-12c2e7aaa49d

Shukla, Paurav (2010) Effects of perceived sacrifice, quality, value, and satisfaction on behavioral intentions in the service environment. Services Marketing Quarterly, 31 (4), 466-484. (doi:10.1080/15332969.2010.510730).

Record type: Article

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.

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More information

Published date: 5 October 2010
Keywords: Customer loyalty, Customer satisfaction, Perceived sacrifice, Perceived service quality, Perceived value

Identifiers

Local EPrints ID: 430701
URI: https://eprints.soton.ac.uk/id/eprint/430701
ISSN: 1533-2969
PURE UUID: 457bbcd1-122f-49dc-af31-292cb0fedcc1
ORCID for Paurav Shukla: ORCID iD orcid.org/0000-0003-1957-8622

Catalogue record

Date deposited: 08 May 2019 16:30
Last modified: 26 Nov 2019 01:21

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