.../methodology/approach A sample of 869 consumers is drawn from four different service providers, scale measures are validated via confirmatory factor analysis and a conceptual model is tested using non‐monotonic moderated regression analysis. Findings Higher levels of involvement lead to greater levels...

...) construct and its relationship to customer satisfaction (SAT) and behavioral intentions (BI). Design/methodology/approach An exploratory factor analysis used a sample from undergraduate student respondents. Then, a more representative sample of hotel guests was used, in a second‐order confirmatory...

... Factor analysis An executive summary for managers and executive readers can be found at the end of this article It is a common assertion among management and marketing theorists that customer service quality is essential to business success (Kristensen et al., 1992 ; McColl...

... for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach. The present study offers a systematic procedure that could form the cornerstone for providing further insights on the conceptual and empirical comprehension of customer perceived service quality and its constituents...