this work references cited by second hop· second hop is a sample of the most-cited connectionsReferences
- 1990Zero defections: quality comes to services.5,435 cited
- 1970Exit, Voice, and Loyalty3,626 cited
- 1983Advances in Consumer Research2,944 cited
- 1993Influence: The Psychology of Persuasion2,563 cited
- 1998Customer Satisfaction and Word of Mouth2,111 cited
- 1986Confronting a traumatic event: Toward an understanding of inhibition and disease.2,074 cited
- 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
- 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,399 cited
- 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,396 cited
- 2000Consumer Response to Negative Publicity: The Moderating Role of Commitment1,064 cited
- 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,052 cited
- 1978New Directions in Organizational Behavior.915 cited
- 1982Applied social psychology annual811 cited
- 1981Impression Management Theory and Social Psychological Research677 cited
- 1989An empirical examination of the antecedents of commitment to difficult goals.563 cited
Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work