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Consumer Satisfaction with Services

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References

1988On the Evaluation of Structural Equation Models26,445 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1980A circumplex model of affect.17,317 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,502 cited
1985Toward a consensual structure of mood.5,052 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
1985Toward a consensual structure of mood.4,370 cited
1985Patterns of cognitive appraisal in emotion.4,273 cited
1982An Investigation into the Determinants of Customer Satisfaction3,441 cited
1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,257 cited
1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,167 cited
1991Handbook of Motivation and Cognition: Foundations of Social Behavior, Vol. 2.2,019 cited
1993Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction

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1,982 cited

1988Structural Equation Modeling with LISREL1,867 cited

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