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Consumer Satisfaction for Internet Service Providers: An Analysis of Underlying Processes
16 references·5 citing·38 second hop
Consumer Satisfaction for Internet Service Providers: An Analysis of Underlying Processes (2003)Consumer Satisfaction for Internet Servic…A Reexamination of the Determinants of Consumer Satisfaction (1996)A Reexamination of the Determ…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction (1993)Assessing the Dimensionality …The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…Design and marketing of new products (1980)Design and marketing of new p…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Human Emotions (1977)Human EmotionsApplied factor analysis (1970)Applied factor analysisModern factor analysis (1960)Modern factor analysisPurposive Behavior in Animals and Men (1950)Purposive Behavior in Animals…User Satisfaction with Information Systems: A Comprehensive Model of Attribute-level Satisfaction (2019)User Satisfaction with Inform…Determinants of Customers’ Brand Choice and Continuance Intentions with Mobile Data Service Provider: The Role of Past Experience (2018)Determinants of Customers’ Br…Using importance-performance analysis in evaluating institutions of higher education: A case study (2010)Using importance-performance …The moderating influence of hedonic consumption in an extended theory of planned behaviour (2009)The moderating influence of h…Analysing users’ satisfaction with e‐learning using a negative critical incidents approach (2008)Analysing users’ satisfaction…The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making (1999)Customer satisfaction with services: putting perceived value into the equation (2000)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)A circumplex model of affect. (1980)Understanding Attitudes and Predicting Social Behavior (1980)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)The Role of Emotions in Marketing (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Quality, satisfaction and behavioral intentions (2000)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Electronic word-of-mouth in hospitality and tourism management (2007)Advances in Consumer Research (2025)How safe is safe enough? A psychometric study of attitudes towards technological risks and benefits (1978)Teacher efficacy: A construct validation. (1984)Relation of sample size to the stability of component patterns. (1988)Economic Forces and the Stock Market (1986)The structure of negative emotional states: Comparison of the Depression Anxiety Stress Scales (DASS) with the Beck Depression and Anxiety Inventories (1995)An updated and expanded assessment of PLS-SEM in information systems research (2017)The Psychology of Interpersonal Relations. (1958)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)A THEORY OF HUMAN MOTIVATION (2017)What good are positive emotions in crisis? A prospective study of resilience and emotions following the terrorist attacks on the United States on September 11th, 2001. (2003)Healthy and Unhealthy Emotion Regulation: Personality Processes, Individual Differences, and Life Span Development (2004)Does positive affect influence health? (2005)
this work references cited by second hop

References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1960Modern factor analysis5,122 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1977Human Emotions2,868 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 1970Applied factor analysis2,458 cited
  • 1950Purposive Behavior in Animals and Men2,455 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1993Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction1,971 cited
  • 1996A Reexamination of the Determinants of Consumer Satisfaction1,904 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1988Response Determinants in Satisfaction Judgments1,685 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • 1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited

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  • 1980Design and marketing of new products1,131 cited
  • Cited by

    • 2008Analysing users’ satisfaction with e‐learning using a negative critical incidents approach77 cited
    • 2009The moderating influence of hedonic consumption in an extended theory of planned behaviour46 cited
    • 2010Using importance-performance analysis in evaluating institutions of higher education: A case study41 cited
    • 2018Determinants of Customers’ Brand Choice and Continuance Intentions with Mobile Data Service Provider: The Role of Past Experience28 cited
    • 2019User Satisfaction with Information Systems: A Comprehensive Model of Attribute-level Satisfaction10 cited