SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
AMA Handbook for Customer Satisfaction
3 references·15 citing·49 second hop
AMA Handbook for Customer Satisfaction (1994)AMA Handbook for Customer SatisfactionMeasuring Customer Satisfaction: Development and Use of Questionnaires (1992)Measuring Customer Satisfacti…Understanding the Structure of Consumers' Satisfaction Evaluations of Service Delivery (1991)Understanding the Structure o…Information Processing from Advertisements: Toward an Integrative Framework (1989)Information Processing from A…BRAND IMAGE, CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY JARINGAN SUPERMARKET SUPERINDO DI SURABAYA (2019)BRAND IMAGE, CUSTOMER SATISFA…Engaging passengers across digital channels: An international study of 100 airports (2018)Engaging passengers across di…Pengaruh Experiential Marketing Terhadap Pembelian Ulang Dengan Kepuasan Pelanggan Sebagai Variable Intervening di Breadtalk Surabaya Town Square (2014)Pengaruh Experiential Marketi…A Study on Purchase Satisfaction and Repurchase Intention accoding to Usage Motivation when Purchasing Fashion Products in Social Commerce (2014)A Study on Purchase Satisfact…Joy and disappointment in the hotel experience: managing relationship segments (2009)Joy and disappointment in the…Importance‐performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry (2009)Importance‐performance analys…QFD with fuzzy and entropy weight for evaluating retail customer values (2006)QFD with fuzzy and entropy we…Measuring and Targeting Internal Conditions for School Effectiveness in the Free State of South Africa (2005)Measuring and Targeting Inter…Use Customer Feedback To Choose Six Sigma Projects (2003)Use Customer Feedback To Choo…Consumer Decision Making Process in Mass Customization (2003)Consumer Decision Making Proc…An Investigation of Team Information Processing in Service Teams: Exploring the Link between Teams and Customers (2003)An Investigation of Team Info…Messung von Kundenzufriedenheit (2002)Messung von Kundenzufriedenhe…Examining the Effects of Service Failure, Customer Compensation, and Fault on Customer Satisfaction with Salespeople (2002)Examining the Effects of Serv…Service Quality and the Sales Force: A Tool for Competitive Advantage (1999)Service Quality and the Sales…Marketing in the 21st Century Customer Value: The Next Source for Competitive Advantage (1997)Marketing in the 21st Century…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Drivers of Team Performance: What Do We Know and What Have We Still To Learn? (2004)Linking Employee Confidence to Performance: A Study of Self-Managing Service Teams (2006)The impact of a sales team’s perceived entitativity on customer satisfaction (2018)Importance-Performance Analysis (1977)The Antecedents and Consequences of Customer Satisfaction for Firms (1993)Mobile communications: a comprehensive hierarchical modelling approach (2013)Importance–Performance Analysis by Fuzzy C-Means Algorithm (2015)The Motivation to Work (2017)Determining directions of service quality management using online review mining with interpretable machine learning (2024)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Conceptualisation of the service experience by means of a literature review (2015)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Possessions and the Extended Self (1988)Enhancing and Measuring Consumers' Motivation, Opportunity, and Ability to Process Brand Information from Ads (1991)eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)Customer Experience Management in Retailing: An Organizing Framework (2009)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)On the Evaluation of Structural Equation Models (1988)The Impact of Ethical Sales Behaviour on Customer Satisfaction, Trust and Loyalty to the Company: An Empirical Study in the Financial Services Industry (2003)Customer Loyalty in e-Commerce Settings: An Empirical Study (2008)The Effect of Tourist Relationship Perception on Destination Loyalty at a World Heritage Site in China (2014)A scaling method for priorities in hierarchical structures (1977)The Effect of a Market Orientation on Business Profitability (1990)Fuzzy sets (1996)An analytical model for building brand equity in hospitality firms (2011)Reviewing customer value literature: Comparing and contrasting customer values perspectives (2013)Quality Function Deployment: A Bibliometric-Based Overview (2022)Research in Organizational Behavior (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Improving Relationship Selling Through Failure Analysis and Recovery Efforts: A Framework and Call to Action (2005)“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants (2021)Developing Buyer-Seller Relationships (1987)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Understanding the antecedents of customer loyalty in the Chinese mobile service industry: a push-pull-mooring framework (2014)Religious value co-creation: measurement scale and validation (2023)A Paradigm for Developing Better Measures of Marketing Constructs (1979)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Impact of Service Quality on Customers' Satisfaction: A Study from Service Sector especially Private Colleges of Faisalabad, Punjab, Pakistan (2013)The importance of corporate and salesperson expertise and trust in building loyal business-to-business relationships in China (2016)The effects of soft and hard service attributes on loyalty: the mediating role of trust (2005)MEASURING CUSTOMER SATISFACTION: MUST OR NOT? (2010)Customer satisfaction management in Italian banks (2013)
this work references cited by second hop

References

  • 1989Information Processing from Advertisements: Toward an Integrative Framework1,003 cited
  • 1991Understanding the Structure of Consumers' Satisfaction Evaluations of Service Delivery194 cited
  • 1992Measuring Customer Satisfaction: Development and Use of Questionnaires115 cited

Cited by

  • 2009Importance‐performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry77 cited
  • 2003An Investigation of Team Information Processing in Service Teams: Exploring the Link between Teams and Customers71 cited
  • 1997Marketing in the 21st Century Customer Value: The Next Source for Competitive Advantage44 cited
  • 2002Examining the Effects of Service Failure, Customer Compensation, and Fault on Customer Satisfaction with Salespeople37 cited
  • 1999Service Quality and the Sales Force: A Tool for Competitive Advantage34 cited
  • 2006QFD with fuzzy and entropy weight for evaluating retail customer values33 cited
  • 2009Joy and disappointment in the hotel experience: managing relationship segments33 cited
  • 2002Messung von Kundenzufriedenheit32 cited
  • 2019BRAND IMAGE, CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY JARINGAN SUPERMARKET SUPERINDO DI SURABAYA28 cited
  • 2003Use Customer Feedback To Choose Six Sigma Projects26 cited
  • 2018Engaging passengers across digital channels: An international study of 100 airports

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

24 cited
  • 2005Measuring and Targeting Internal Conditions for School Effectiveness in the Free State of South Africa22 cited
  • 2014Pengaruh Experiential Marketing Terhadap Pembelian Ulang Dengan Kepuasan Pelanggan Sebagai Variable Intervening di Breadtalk Surabaya Town Square16 cited
  • 2003Consumer Decision Making Process in Mass Customization14 cited
  • 2014A Study on Purchase Satisfaction and Repurchase Intention accoding to Usage Motivation when Purchasing Fashion Products in Social Commerce12 cited