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Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction

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References

1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
2003E‐satisfaction and e‐loyalty: A contingency framework2,306 cited
2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,256 cited
2000E-satisfaction: an initial examination2,007 cited
1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
2000Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments

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1,629 cited

2002Understanding Service Convenience1,613 cited

2004The four levels of loyalty and the pivotal role of trust: a study of online service dynamics1,424 cited

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