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Consumer responses to service situations: Tests for main and interaction effects
16 references·1 citing·40 second hop
Consumer responses to service situations: Tests for main and interaction effects (2012)Consumer responses to service situations:…When Good Brands Do Bad (2004)When Good Brands Do BadConsumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Trust, Value, and Lo…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Customer Satisfaction: A Meta…E-satisfaction: an initial examination (2000)E-satisfaction: an initial ex…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Relational Benefits in Services Industries: The Customer's Perspective (1998)Relational Benefits in Servic…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectA Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…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…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Can online service recovery interventions benignly alter customers’ negative review evaluations? Evidence from the hotel industry (2018)Can online service recovery i…Prospect Theory: An Analysis of Decision under Risk (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Prospect theory: An analysis of decision under risk (1988)E-S-QUAL (2004)Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)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)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The Behavioral Consequences of Service Quality (1996)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Qualitative Data Analysis (2008)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. 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(1992)The Commitment-Trust Theory of Relationship Marketing (1994)Customer satisfaction with services: putting perceived value into the equation (2000)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)E‐satisfaction and e‐loyalty: A contingency framework (2003)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)
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References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 2002Consumer Trust, Value, and Loyalty in Relational Exchanges4,193 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 2000E-satisfaction: an initial examination2,007 cited
  • 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,000 cited
  • 2004When Good Brands Do Bad1,552 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1991Understanding Customer Expectations of Service

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1,403 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
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    • 2018Can online service recovery interventions benignly alter customers’ negative review evaluations? Evidence from the hotel industry19 cited