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Satisfiers, Dissatisfiers, Criticals, and Neutrals: A Review of Their Relative Effects on Customer (Dis)Satisfaction
16 references·11 citing·37 second hop
Satisfiers, Dissatisfiers, Criticals, and Neutrals: A Review of Their Relative Effects on Customer (Dis)Satisfaction (2007)Satisfiers, Dissatisfiers, Criticals, and…The Motivation to Work (2017)The Motivation to WorkCritical Incident Technique (2007)Critical Incident TechniqueReturn on Marketing: Using Customer Equity to Focus Marketing Strategy (2003)Return on Marketing: Using Cu…Building Brand Community (2002)Building Brand CommunityCustomer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Prospect theory: An analysis of decision under risk (1988)Prospect theory: An analysis …Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…A Means-End Chain Model Based on Consumer Categorization Processes (1982)A Means-End Chain Model Based…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. 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this work references cited by second hop

References

  • 1988Prospect theory: An analysis of decision under risk32,475 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 2017The Motivation to Work5,564 cited
  • 2007Critical Incident Technique5,287 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 2002Building Brand Community2,654 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy

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2,149 cited
  • 1982A Means-End Chain Model Based on Consumer Categorization Processes1,985 cited
  • Cited by

    • 2018Examining the relationship between tourist motivation and satisfaction by two competing methods186 cited
    • 2015Solo Holiday Travellers: Motivators and Drivers of Satisfaction and Dissatisfaction132 cited
    • 2010The happy versus unhappy service worker in the service encounter:Assessing the impact on customer satisfaction52 cited
    • 2013Campus Foodservice Attributes and their Effects on Customer Satisfaction, Image, and Word-of-mouth43 cited
    • 2011Beyond expectations: The effect of regulatory focus on consumer satisfaction39 cited
    • 2021Exploring Consumers’ Discontinuance Intention of Remote Mobile Payments during Post-Adoption Usage: An Empirical Study27 cited
    • 2016A critical review of Kano's wording and its impact on attribute classification: a case study of smartphone in Korea27 cited
    • 2016The Relationship between Product Characteristics, Customer and Supplier Involvement and New Product Development26 cited
    • 2022Enhancing the Prospect of Corporate Sustainability via Brand Equity: A Stakeholder Model24 cited
    • 2015Eliciting user satisfying requirements for an e-health awareness system using Kano Model23 cited
    • 2016The effect of proposed software products’ features on the satisfaction and dissatisfaction of potential customers10 cited