References

• 1994The Commitment-Trust Theory of Relationship Marketing22,337 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
• 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 2002Consumer Trust, Value, and Loyalty in Relational Exchanges4,193 cited
• 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations3,813 cited
• 1995The Structure of Commitment in Exchange2,238 cited
• 1995An Integrated Model of Buyer-Seller Relationships2,083 cited
• 2004Customer perceived value, satisfaction, and loyalty: The role of switching costs