References

• 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,256 cited
• 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
• 2003Customer satisfaction and loyalty in online and offline environments1,560 cited
• 2000Strengthening the Satisfaction-Profit Chain1,537 cited
• 2002Performance-only measurement of service quality: a replication and extension935 cited
• 1997Retail relationships and store loyalty: A multi-level perspective807 cited
• 2000Should We Delight the Customer?712 cited
• 2005Do Intentions Really Predict Behavior? Self-Generated Validity Effects in Survey Research657 cited
• 2004What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty643 cited
• 1995Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework588 cited
• 1996Hierarchical Bayes Conjoint Analysis: Recovery of Partworth Heterogeneity from Reduced Experimental Designs