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Is maximum customer service always a good thing? Customer satisfaction in response to over‐attentive service
16 references·0 citing·38 second hop
Is maximum customer service always a good thing? Customer satisfaction in response to over‐attentive service (2013)Is maximum customer service always a good…Research Methods, Design, and Analysis (2010)Research Methods, Design, and…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)An Experimental Investigation…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Consumer evaluations of new t…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Understanding Customer Expectations of Service (1991)Understanding Customer Expect…A Critical review of consumer satisfaction (1989)A Critical review of consumer…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Psychological Reactance: A Theory of Freedom and Control (1981)Psychological Reactance: A Th…Consumer Behavior and Psychological Reactance (1980)Consumer Behavior and Psychol…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Marketing Research: Methodological Foundations (1977)Marketing Research: Methodolo…Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Effect of expectation and dis…A Theory of Psychological Reactance (1968)A Theory of Psychological Rea…Significance tests and goodness of fit in the analysis of covariance structures. (1980)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Technology Infusion in Service Encounters (2000)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Measuring Experience Economy Concepts: Tourism Applications (2007)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)A Theory of Cognitive Dissonance (2017)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)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)The Theory of Buyer Behavior (1971)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)The Impact of Technostress on Role Stress and Productivity (2007)Research Methods in Business Studies (2020)Normative Influences on Altruism (1977)Men, masculinity, and the contexts of help seeking. (2003)Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies (2012)Moral credentials and the expression of prejudice. (2001)Social Pressure and Voter Turnout: Evidence from a Large-Scale Field Experiment (2008)Misinformation and Its Correction (2012)
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References

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  • 1998

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An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters
797 cited
  • 1980Consumer Behavior and Psychological Reactance648 cited
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