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Should retailers pay to bring customers back? The impact of quick response and coupons on purchase outcomes
16 references·1 citing·44 second hop
Should retailers pay to bring customers back? The impact of quick response and coupons on purchase outcomes (2012)Should retailers pay to bring customers b…When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)When Customer Love Turns into…When Good Brands Do Bad (2004)When Good Brands Do BadAn Empirical Investigation of Customer Satisfaction after Service Failure and Recovery (2000)An Empirical Investigation of…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…Loyalty-based management. (1993)Loyalty-based management.A typology of retail failures and recoveries (1993)A typology of retail failures…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…SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY (1988)SERVICE QUALITY: THE SIX CRIT…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Equity, Equality, and Need: What Determines Which Value Will Be Used as the Basis of Distributive Justice? (1975)Equity, Equality, and Need: W…New directions in equity research. (1973)New directions in equity rese…Inequity In Social Exchange (1965)Inequity In Social ExchangeImpact of CSR Practices on Customer Satisfaction and Retention: An Empirical Study on Foreign MNCs in Malaysia (2013)Impact of CSR Practices on Cu…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)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)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)A theory of justice original editionThe Resolution of Conflict (1973)Distributive and procedural justice: Combined impact of voice and improvement on experienced inequity. (1977)Moral Exclusion and Injustice: An Introduction (1990)Uncertainty management by means of fairness judgments (2002)Zero defections: quality comes to services. (1990)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)A Theory of Social Comparison Processes (1954)Altruism and Prosocial Behavior (2003)Boundaries of privacy: dialectics of disclosure (2003)A Theory of Cognitive Dissonance (2017)Exchange and Power in Social Life (2017)Possessions and the Extended Self (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Is That Car Smiling at Me? Schema Congruity as a Basis for Evaluating Anthropomorphized Products (2007)Exploring customer brand engagement: definition and themes (2011)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)A Theory of Cognitive Dissonance (1957)Exchange and Power in Social Life. (1965)Social stigma and self-esteem: The self-protective properties of stigma. (1989)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1965Inequity In Social Exchange10,813 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1975Equity, Equality, and Need: What Determines Which Value Will Be Used as the Basis of Distributive Justice?2,749 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1973New directions in equity research.1,649 cited
  • 2004When Good Brands Do Bad1,552 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
  • 1993Loyalty-based management.1,317 cited
  • 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
  • 2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance980 cited
  • 1993

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A typology of retail failures and recoveries
871 cited
  • 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited
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    • 2013Impact of CSR Practices on Customer Satisfaction and Retention: An Empirical Study on Foreign MNCs in Malaysia22 cited