Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

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

Understanding the relationship between attribute performance and overall satisfaction

15 references·16 citing·33 second hop

FromToDepth

this work references cited by second hop

References

1954The critical incident technique.8,184 cited
2007Critical Incident Technique5,287 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1977Importance-Performance Analysis4,319 cited
1984Attractive Quality and Must-Be Quality3,436 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
2000Strengthening the Satisfaction-Profit Chain1,537 cited
1998The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions1,213 cited
1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
1996How to delight your customers581 cited
1985Quality counts in services, too580 cited
1988Key Factors in Guest Satisfaction314 cited

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

Cited by

2015Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts141 cited
2009Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances141 cited
2010The Intention-to-Repurchase Paradox: A Case of the Health and Fitness Industry131 cited
2009The Factor Structure of Tourist Satisfaction at Sun and Sand Destinations122 cited
2016Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis120 cited
2019Analysis of hotel services by their symmetric and asymmetric effects on overall customer satisfaction: A comparison of market segments109 cited
2010Refining Kano's ‘quality attributes–satisfaction’ model: A moderated regression approach107 cited
2017Dealing with Nonlinearity in Importance-Performance Map Analysis (IPMA): An Integrative Framework in a PLS-SEM Context94 cited
2009Importance‐performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry77 cited
2018In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers66 cited
2011Rejuvenating importance‐performance analysis65 cited
2013“Green” attributes and customer satisfaction63 cited
2019Determinants of traveler satisfaction: Evidence for non-linear and asymmetric effects54 cited
2015Applying mixed methods to identify what drives quick service restaurant's customer satisfaction at the unit-level52 cited
2011MEASUREMENT OF PERCEIVED QUALITY, PERCEIVED VALUE, IMAGE, AND SATISFACTION INTERRELATIONS OF HOTEL SERVICES: COMPARISON OF TOURISTS FROM SLOVENIA AND ITALY50 cited
2017Exploring rider satisfaction with transit service in Indore, India: an application of the three-factor theory49 cited