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Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers

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  • William Jen
  • Rungting Tu
  • Tim Lu

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  • William Jen & Rungting Tu & Tim Lu, 2011. "Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers," Transportation, Springer, vol. 38(2), pages 321-342, March.
    • Handle: RePEc:kap:transp:v:38:y:2011:i:2:p:321-342
    DOI: 10.1007/s11116-010-9306-9
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    References listed on IDEAS

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    1. Choi, Kui-Son & Cho, Woo-Hyun & Lee, Sunhee & Lee, Hanjoon & Kim, Chankon, 2004. "The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study," Journal of Business Research, Elsevier, vol. 57(8), pages 913-921, August.
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    3. Woo, Ka-shing & Ennew, Christine T., 2005. "Measuring business-to-business professional service quality and its consequences," Journal of Business Research, Elsevier, vol. 58(9), pages 1178-1185, September.
    4. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
    5. Lapierre, Jozee & Filiatrault, Pierre & Chebat, Jean-Charles, 1999. "Value Strategy Rather Than Quality Strategy: A Case of Business-to-Business Professional Services," Journal of Business Research, Elsevier, vol. 45(2), pages 235-246, June.
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    7. Tri Joewono & Hisashi Kubota, 2007. "User satisfaction with paratransit in competition with motorization in indonesia: anticipation of future implications," Transportation, Springer, vol. 34(3), pages 337-354, May.
    8. Jin-Woo Park & Rodger Robertson & Cheng-Lung Wu, 2006. "Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers’ Future Behavioural Intentions," Transportation Planning and Technology, Taylor & Francis Journals, vol. 29(5), pages 359-381, July.
    9. Ruiz, David Martín & Gremler, Dwayne D. & Washburn, Judith H. & Carrión, Gabriel Cepeda, 2008. "Service value revisited: Specifying a higher-order, formative measure," Journal of Business Research, Elsevier, vol. 61(12), pages 1278-1291, December.
    10. Jiun-Hung Lin & Tzong-Ru Lee & William Jen, 2008. "Assessing asymmetric response effect of behavioral intention to service quality in an integrated psychological decision-making process model of intercity bus passengers: a case of Taiwan," Transportation, Springer, vol. 35(1), pages 129-144, January.
    11. Ledden, Lesley & Kalafatis, Stavros P. & Samouel, Phillip, 2007. "The relationship between personal values and perceived value of education," Journal of Business Research, Elsevier, vol. 60(9), pages 965-974, September.
    12. Liu, Annie H. & Leach, Mark P. & Bernhardt, Kenneth L., 2005. "Examining customer value perceptions of organizational buyers when sourcing from multiple vendors," Journal of Business Research, Elsevier, vol. 58(5), pages 559-568, May.
    13. Gonzalez, Maria Elisa Alen & Comesana, Lorenzo Rodriguez & Brea, Jose Antonio Fraiz, 2007. "Assessing tourist behavioral intentions through perceived service quality and customer satisfaction," Journal of Business Research, Elsevier, vol. 60(2), pages 153-160, February.
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