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The Quality Double Whammy

16 references·16 citing·46 second hopsampled

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References

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1979Biased assimilation and attitude polarization: The effects of prior theories on subsequently considered evidence.4,582 cited
2015Games and Decisions3,632 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1998Constructive Consumer Choice Processes2,850 cited
1979An Information Processing Theory of Consumer Choice2,245 cited
1987Confirmation, disconfirmation, and information in hypothesis testing.2,095 cited
1976Task complexity and contingent processing in decision making: An information search and protocol analysis1,965 cited
1988Adaptive strategy selection in decision making.1,953 cited
1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1,740 cited

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1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited

1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited

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2003An exploratory study of the effects of experience on consumer perceptions of the service quality construct103 cited
2004Cognitive dissonance and the stability of service quality perceptions98 cited
2015Losses Loom Longer than Gains: Modeling the Impact of Service Crises on Perceived Service Quality over Time93 cited
2011The role of expected future use in relationship‐based service retention93 cited
2003Salesforce Compensation Scheme and Consumer Inferences85 cited
2010Dilution and Enhancement of Celebrity Brands through Sequential Movie Releases82 cited
2004Longitudinal Shifts in the Drivers of Satisfaction with Product Quality: The Role of Attribute Resolvability78 cited
2016When Do Customers Get What They Expect? Understanding the Ambivalent Effects of Customers’ Service Expectations on Satisfaction76 cited
2007Branding implications of partner firm‐focal firm relationships in business‐to‐business service networks72 cited
2008When Old Is Gold:The Role of Business Longevity in Risky Situations70 cited