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A generic instrument to measure customer satisfaction with the controllable elements of the in-store shopping experience
16 references·1 citing·31 second hop
A generic instrument to measure customer satisfaction with the controllable elements of the in-store shopping experience (2006)A generic instrument to measure customer …Satisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectPutting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer Satisfaction, Market…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…A Meta-Analysis of Cronbach's Coefficient Alpha (1994)A Meta-Analysis of Cronbach's…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Zero defections: quality comes to services. (1990)Zero defections: quality come…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment (1988)An Updated Paradigm for Scale…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Exploring an in-store customer journey for customers shopping for outdoor apparel (2021)Exploring an in-store custome…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Quality, satisfaction and behavioral intentions (2000)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)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A Brief Tutorial on the Development of Measures for Use in Survey Questionnaires (1998)Structural Equation Modeling and Regression: Guidelines for Research Practice (2000)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1994A Meta-Analysis of Cronbach's Coefficient Alpha3,020 cited
  • 2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1993Customer satisfaction, customer retention, and market share

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2,151 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
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    • 2021Exploring an in-store customer journey for customers shopping for outdoor apparel15 cited