Assessing regression-based importance weights for quality perceptions and satisfaction judgements in the presence of higher order and/orinteraction effects

Aiken, 1991 Andersen, 1993, The Antecedents and Consequences of Customer Satisfaction for Firms, Marketing Science, 12, 125, 10.1287/mksc.12.2.125 Baumgartner, 1995, Specification, Estimation and Testing of Moment Structure Models Based on Latent Variates Involving Interactions Among the Exogenous Constructs, Sociological Methods & Research, 24, 187, 10.1177/0049124195024002003 Bentler, 1989 Berry, 1991 Bitner, 1990, Evaluating Service Encounters: The Effects of Physical Surrounding on Employee Responses, Journal of Marketing, 54, 69, 10.2307/1251871 Bitner, 1994, Encounter Satisfaction versus Overall Satisfaction versus Quality, 72 Bolton, 1991, A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes, Journal of Marketing, 55, 1, 10.2307/1252199 Bolton, 1991, A Multistage Model of Customers' Assessments of Service Quality and Value, Journal of Consumer Research, 17, 375, 10.1086/208564 Bolton, 1994, Linking Customer Satisfaction to Service Operations and Outcomes, 173 Bring, 1994, How to Standardize Regression Coefficients, The American Statistician, 48, 209, 10.2307/2684719 Cohen, 1983 Coyne, 1989, Beyond Service Fads—Meaningful Strategies for the Real World, Sloan Management Review, 30, 69 Cramer, 1980, Nonorthogonal Analysis of Variance—Once Again, Psychological Bulletin, 87, 51, 10.1037/0033-2909.87.1.51 Cronin, 1992, Measuring Service Quality: A Reexaminationb and Extension, Journal of Marketing, 56, 55, 10.2307/1252296 Cronin, 1994, SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations measurement of Service Quality, Journal of Marketing, 58, 125, 10.2307/1252256 Dabholkar, 1995, The Convergence of Customer Satisfaction and Service Quality Evaluations with Increasing Customer Patronage, Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 8, 32 Dabholkar, 1996, A Measure of Service Quality for Retail Stores: Scale Development and Validation, Journal of the Academy of Marketing Science, 24, 3, 10.1007/BF02893933 Darlington, 1990 DeSarbo, 1994, On the Measurement of Perceived Service Quality: A Conjoint Analysis Approach, 201 Finney, 1984, Methodological Issues in Estimating Main and Interactive Effects: Examples From Coping/Social Support and Stress Field, Journal of Health and Social Behavior, 25, 85, 10.2307/2136706 Fornell, 1996, The American Customer Satisfaction Index: Nature, Purpose and Findings, Journal of Marketing, 10.2307/1251898 Griffin, 1993, The Voice of the Customer, Marketing Science, 12, 1, 10.1287/mksc.12.1.1 Gronroos, 1993, Toward a Third Phase in Service Quality Research: Challenges and Future Directions, Volume 2, 49 Hair, 1995 Hu, 1992, Can Test Statistics in Covariance Structure Analysis Be Trusted?, Psychological Bulletin, 112, 351, 10.1037/0033-2909.112.2.351 Iacobucci, 1994, The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration, Volume 3, 1 Iacobucci, 1995, Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer, Journal of Consumer Psychology, 4, 277, 10.1207/s15327663jcp0403_04 Iacobucci, 1996, A Canonical Model of Consumer Evaluations and Theoretical Bases of Expectations, Volume 5, 1 Jaccard, 1990, Interaction Effects in Multiple Regression, 07 Joreskog, 1993 Lapierre, 1996, Service Quality: The Construct, Its Dimensionality and Its Measurement, Volume 5, 45 Lubinski, 1990, Assessing Spurious ‘Moderator Effects’: Illustrated Substantively with the Hypothesized (‘Synergistic’) Relation Between Spatial and Mathematic, Psychological Bulletin, 107, 385, 10.1037/0033-2909.107.3.385 MacCallum, 1995, Distinguishing Between Moderator and Quadratic Effects in Multiple Regression, Psychological Bulletin, 118, 405, 10.1037/0033-2909.118.3.405 McLelland, 1993, Statistical Difficulties of Detecting Interactions and Moderator Effects, Psychological Bulletin, 114, 376, 10.1037/0033-2909.114.2.376 Neeter, 1989 Oliva, 1992, A Catastrophe Model for Developing Service Satisfaction Strategies, Journal of Marketing, 56, 83, 10.2307/1252298 Oliver, 1993, A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts, Volume 2, 65 Oliver, 1993, Cognitive, Affective and Attribute Bases of the Satisfaction Response, Journal of Consumer Research, 20, 418, 10.1086/209358 Oliver, 1994, Conceptual Issues in the Structural Analysis of Consumption Emotion, Satisfaction and Quality: Evidence in a Service Setting, Vol. XXI, 16 Parasuraman, 1985, A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 49, 41, 10.2307/1251430 Parasuraman, 1988, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, 54, 12 Parasuraman, 1994, Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research, Journal of Marketing, 58, 111, 10.2307/1252255 Peterson, 1992, Measuring Customer Satisfaction: Fact and Artifact, Journal of the Academy of Marketing Science, 20, 61, 10.1007/BF02723476 Ping, 1994, Does Satisfaction Moderate the Association Between Alternative attractiveness and Exit Intention in a Marketing Channel?, Journal of the Academy of Marketing Science, 22, 364, 10.1177/0092070394224005 Ping, 1995, A Parsimonious Estimating Technique for Interaction and Quadratic Latent Variables, Journal of Marketing Research, XXXII, 336, 10.2307/3151985 Ping, 1996, Estimating Latent Variable Interactions and Quadratics: The State of This Art, Journal of Management, 22, 163 Quinn, 1992 Rust, 1988, Flexible Regression, Journal of Marketing Research, XXV, 10, 10.2307/3172921 Rust, 1994, Service Quality: Insights and Managerial Implications from the Frontier, 1 Rust, 1995, Model Selection Criteria: An Investigation of Relative Accuracy, Posterior Probabilities and Combinations of Criteria, Management Science, 41, 322, 10.1287/mnsc.41.2.322 Rust, 1994 Rust, 1995, Return on Quality (ROQ): Making Service Quality Financially Accountable, Journal of Marketing, 59, 58, 10.2307/1252073 Rust, 1996 Sharma, 1981, Identification and Analysis of Moderator Variables, Journal of Marketing Research, XVIII, 291, 10.2307/3150970 Spreng, 1993, A Desires Congruency Model of Consumer Satisfaction, Journal of the Academy of Marketing Science, 21, 169, 10.1177/0092070393213001 Spreng, 1996, A Reexamination of the Determinants of Consumer Satisfaction, Journal of Marketing, 60, 15, 10.2307/1251839 Taylor, 1994, An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions, Journal of Retailing, 70, 163, 10.1016/0022-4359(94)90013-2 Teas, 1993, Expectations, Performance Evaluations and Consumers' Perceptions of Quality, Journal of Marketing, 57, 18, 10.2307/1252216 Teas, 1994, Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment, Journal of Marketing, 58, 132, 10.2307/1252257 Westbrook, 1991, The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction, Journal of Consumer Research, 18, 84, 10.1086/209243 Yi, 1990, A Critical Review of Consumer Satisfaction, 68 Zeithaml, 1988, Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence, Journal of Marketing, 52, 2, 10.2307/1251446 Zeithaml, 1996 Zeithaml, 1993, The Nature and Determinants of Customer Expectations of Service, Journal of the Academy of Marketing Science, 21, 1, 10.1177/0092070393211001 Zeithaml, 1996, The Behavioral Consequences of Services Quality, Journal of Marketing, 60, 31, 10.2307/1251929