References

• 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
• 1979Review of Psychometric theory (2nd ed.).11,425 cited
• 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
• 1990Zero defections: quality comes to services.5,373 cited
• 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
• 2000Customer satisfaction with services: putting perceived value into the equation1,832 cited
• 2000Strengthening the Satisfaction-Profit Chain1,537 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
• 1998The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions1,213 cited
• 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
• 1993A Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?1,017 cited
• 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
• 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters