Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Customer familiarity and its effects on satisfaction and behavioral intentions

16 references·16 citing·44 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1968Attitudinal effects of mere exposure.6,730 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1979Biased assimilation and attitude polarization: The effects of prior theories on subsequently considered evidence.4,582 cited
1987Dimensions of Consumer Expertise4,373 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
1991Asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis.2,387 cited
1985The Effects of Product Class Knowledge on Information Search Behavior1,994 cited
1989Exposure and affect: Overview and meta-analysis of research, 1968-1987.1,970 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited
1998The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

1,213 cited

1999A Short, Reliable Measure of Subjective Knowledge862 cited

1999Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System Approach805 cited

Cited by

2007“Never eat in that restaurant, I did!”: Exploring why people engage in negative word‐of‐mouth communication392 cited
2013Enhancing consumer–brand relationships on restaurant Facebook fan pages: Maximizing consumer benefits and increasing active participation315 cited
2007Understanding Corporate Social Responsibility and Product Perceptions in Consumer Markets: A Cross-cultural Evaluation269 cited
2011Effects of Gender and Expertise on Consumers’ Motivation to Read Online Hotel Reviews254 cited
2009Customer Engagement: A Framework for Assessing Customer-Brand Relationships: The Case of the Restaurant Industry216 cited
2005The role of expectations in the consumer satisfaction formation process: Empirical evidence in the travel agency sector199 cited
2013The effect of corporate associations on consumer behaviour198 cited
2008Drivers of Service Satisfaction195 cited
2011Generating positive word‐of‐mouth in the service experience192 cited
2010A new understanding of satisfaction model in e‐re‐purchase situation180 cited
2007The paradox of customer education179 cited
2008Destination Word of Mouth172 cited
2014The Roles of Value, Satisfaction, and Commitment in the Effect of Service Quality on Customer Loyalty in Hong Kong–Style Tea Restaurants167 cited
2015The CSR's influence on customer responses in Indian banking sector152 cited
2022Tourism destination brand equity, brand authenticity and revisit intention: the mediating role of tourist satisfaction and the moderating role of destination familiarity147 cited
2006The moderating role of familiarity in rural tourism in Spain135 cited