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Assessing the Use of Regression Analysis in Examining Service Recovery in the Insurance Industry: Relating Service Quality, Customer Satisfaction, and Customer Trust
16 references·5 citing·43 second hop
Assessing the Use of Regression Analysis in Examining Service Recovery in the Insurance Industry: Relating Service Quality, Customer Satisfaction, and Customer Trust (2001)Assessing the Use of Regression Analysis …The Service Profit Chain (2010)The Service Profit ChainSatisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics (2001)Satisfaction, Repurchase Inte…The Domain and Conceptual Foundations of Relationship Marketing (2000)The Domain and Conceptual Fou…Strengthening the Satisfaction-Profit Chain (2000)Strengthening the Satisfactio…Handbook of Relationship Marketing (2000)Handbook of Relationship Mark…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Satisfaction and Word of Mouth (1998)Customer Satisfaction and Wor…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Relationship marketing: Bringing quality, customer service and marketing together (1995)Relationship marketing: Bring…Relationship Marketing of Services--Growing Interest, Emerging Perspectives (1995)Relationship Marketing of Ser…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations (1992)Relationships between Provide…Measuring Customer Satisfaction: Fact and Artifact (1992)Measuring Customer Satisfacti…Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…Service Breakthroughs: Changing the Rules of the Game (1990)Service Breakthroughs: Changi…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2021)Health insurance policy renew…Integrating wearable technology products and big data analytics in business strategy (2019)Integrating wearable technolo…THE ROLE OF CUSTOMER TRUST IN MEDIATING INFLUENCE OF BRAND IMAGE AND BRAND AWARENESS OF THE PURCHASE INTENTION IN AIRLINE TICKETS ONLINE (2018)THE ROLE OF CUSTOMER TRUST IN…Reinforcing customer loyalty through service employees’ competence and benevolence (2016)Reinforcing customer loyalty …Effect of Product Quality Perception, Trust, and Brand Image on Generic Drug Buying Decision and Consumer Satisfaction of Hospital Patients in East Kalimantan (2015)Effect of Product Quality Per…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)Economic Action and Social Structure: The Problem of Embeddedness (1985)A Model of Distributor Firm and Manufacturer Firm Working Partnerships (1990)Communication Strategies in Marketing Channels: A Theoretical Perspective (1990)Social Structure and Competition in Interfirm Networks: The Paradox of Embeddedness (1997)Trust and TAM in Online Shopping: An Integrated Model1 (2003)The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Consumer Switching Costs: A Typology, Antecedents, and Consequences (2003)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Satisfaction: a behavioral perspective on the consumer (2010)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Limited-dependent and qualitative variables in econometrics (1983)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Using Online Conversations to Study Word-of-Mouth Communication (2004)What Makes Online Content Viral? (2011)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Zero defections: quality comes to services. (1990)The Commitment-Trust Theory of Relationship Marketing (1994)Understanding Relationship Marketing Outcomes (2002)Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand (2011)The Behavioral Consequences of Service Quality (1996)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development (2003)Gain more insight from your PLS-SEM results (2016)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Measuring Service Quality: A Reexamination and Extension (1992)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Customer satisfaction and loyalty in online and offline environments (2003)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)
this work references cited by second hop

References

  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations3,813 cited
  • 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,256 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1998Customer Satisfaction and Word of Mouth2,105 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 2000Strengthening the Satisfaction-Profit Chain1,537 cited
  • 2010The Service Profit Chain1,034 cited
  • 1995Relationship marketing: Bringing quality, customer service and marketing together827 cited
  • 1992Measuring Customer Satisfaction: Fact and Artifact706 cited
  • 1990Service Breakthroughs: Changing the Rules of the Game460 cited
  • 2000

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The Domain and Conceptual Foundations of Relationship Marketing
374 cited
  • 2000Handbook of Relationship Marketing341 cited
  • Cited by

    • 2019Integrating wearable technology products and big data analytics in business strategy43 cited
    • 2018THE ROLE OF CUSTOMER TRUST IN MEDIATING INFLUENCE OF BRAND IMAGE AND BRAND AWARENESS OF THE PURCHASE INTENTION IN AIRLINE TICKETS ONLINE26 cited
    • 2021Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia25 cited
    • 2016Reinforcing customer loyalty through service employees’ competence and benevolence21 cited
    • 2015Effect of Product Quality Perception, Trust, and Brand Image on Generic Drug Buying Decision and Consumer Satisfaction of Hospital Patients in East Kalimantan13 cited