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Customer satisfaction and its consequences on customer behaviour revisited

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References

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1996The Behavioral Consequences of Service Quality11,994 cited
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1990Zero defections: quality comes to services.5,373 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1995Market Orientation and the Learning Organization4,379 cited
1985Influence : science and practice3,573 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1991Asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis.2,387 cited
1994Dyadic Business Relationships within a Business Network Context2,371 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

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2,306 cited

1995Why Satisfied Customers Defect2,226 cited

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