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

Paurav Shukla

Research output: Contribution to journalArticle

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.
Original languageEnglish
Pages (from-to)466-484
Number of pages19
JournalServices Marketing Quarterly
Volume31
Issue number4
DOIs
Publication statusPublished - Sep 2010

Keywords

  • customer loyalty
  • customer satisfaction
  • service industry
  • perceived service quality
  • perceived value
  • consumer behaviour

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