References

• 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
• 1996The Behavioral Consequences of Service Quality11,994 cited
• 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
• 2002The C-OAR-SE procedure for scale development in marketing2,483 cited
• 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
• 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
• 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
• 1990The profitable art of service recovery.1,447 cited
• 1998The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions1,213 cited
• 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts