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A Critical review of consumer satisfaction
0 references·16 citing·44 second hopsampled
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  • 2001Understanding Information Systems Continuance: An Expectation-Confirmation Model18,741 cited
  • 2004Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test11,764 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 2006The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance1,338 cited
  • 1998Customer loyalty and complex services1,271 cited
  • 1996An empirical examination of a model of perceived service quality and satisfaction1,220 cited
  • 2000Personal characteristics as moderators of the relationship between customer satisfaction and loyalty?an empirical analysis1,179 cited
  • 1998The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges1,110 cited
  • 2009Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China1,103 cited
  • 2006Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships1,050 cited
  • 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
  • 2008Tourist satisfaction a cognitive-affective model963 cited
  • 2003

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Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
956 cited
  • 2006Understanding continued information technology usage behavior: A comparison of three models in the context of mobile internet955 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
  • 2007Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions901 cited