References

• 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
• 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
• 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 2003E-LOYALTY: YOUR SECRET WEAPON ON THE WEB2,084 cited
• 2000E-satisfaction: an initial examination2,007 cited
• 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,000 cited
• 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
• 1995Thinking About Answers: The Application of Cognitive Processes to Survey Methodology1,580 cited
• 2001The Loyalty Effect1,406 cited
• 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
• 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
• 1999A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction1,126 cited