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The contest determinant of delight and disappointment: a case study of online banking
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The contest determinant of delight and disappointment: a case study of online banking (2013)The contest determinant of delight and di…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)The four levels of loyalty an…Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…E-S-QUAL (2004)E-S-QUALE‐satisfaction and e‐loyalty: A contingency framework (2003)E‐satisfaction and e‐loyalty:…E-LOYALTY: YOUR SECRET WEAPON ON THE WEB (2003)E-LOYALTY: YOUR SECRET WEAPON…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…Service loyalty (2002)Service loyaltyCustomer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)\nThe use of partial least squares path modeling in international marketing (2009)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)An Updated and Streamlined Technology Readiness Index (2014)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)The Commitment-Trust Theory of Relationship Marketing (1994)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)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)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)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)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 2004E-S-QUAL3,962 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2003E‐satisfaction and e‐loyalty: A contingency framework2,306 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 2003E-LOYALTY: YOUR SECRET WEAPON ON THE WEB2,084 cited
  • 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
  • 2002Service loyalty1,549 cited

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  • 2004The four levels of loyalty and the pivotal role of trust: a study of online service dynamics1,424 cited
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