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The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions
16 references·2 citing·34 second hop
The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions (2014)The Determinants of Customers' Behavioral…Satisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Service loyalty (2002)Service loyaltyTechnology Infusion in Service Encounters (2000)Technology Infusion in Servic…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Research methods for business: A skill building approach (1993)Research methods for business…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…Zero defections: quality comes to services. (1990)Zero defections: quality come…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…The psychology of interpersonal relations. (1958)The psychology of interperson…The Psychology of Interpersonal Relations. (1958)The Psychology of Interperson…There's not much to tell: The impact of emotional resilience on negative word‐of‐mouth following service failure (2023)There's not much to tell: The…Examining brand transgression, behavioral responses and the mediating effect of perceived brand betrayal (2023)Examining brand transgression…The Principles of Psychology (1891)The Strength of Weak Ties (1973)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)Handbook of Positive Psychology (2001)The Concept of Mind (2006)Principles Of Gestalt Psychology (2013)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Measuring Service Quality: A Reexamination and Extension (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Significance tests and goodness of fit in the analysis of covariance structures. (1980)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)Consensus measurement in Delphi studies (2012)Predicting green product consumption using theory of planned behavior and reasoned action (2015)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting (2021)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)PLS-SEM: Indeed a Silver Bullet (2011)From Intentions to Actions: A Theory of Planned Behavior (1985)Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. (2000)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1993Research methods for business: A skill building approach16,985 cited
  • 1958The psychology of interpersonal relations.13,448 cited
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  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990Zero defections: quality comes to services.5,373 cited
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  • 2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
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  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 2000Technology Infusion in Service Encounters1,551 cited
  • 2002Service loyalty

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1,549 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
  • Cited by

    • 2023There's not much to tell: The impact of emotional resilience on negative word‐of‐mouth following service failure20 cited
    • 2023Examining brand transgression, behavioral responses and the mediating effect of perceived brand betrayal9 cited