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Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach
16 references·1 citing·34 second hop
Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach (2013)Mediation effect of customer satisfaction…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectCustomer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…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…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…From Intentions to Actions: A Theory of Planned Behavior (1985)From Intentions to Actions: A…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Addressing the Root Cause Impediments for Supplier Development in Manufacturing Environment (2014)Addressing the Root Cause Imp…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Self-efficacy: Toward a unifying theory of behavioral change. (1977)The theory of planned behavior (1991)Understanding Information Technology Usage: A Test of Competing Models (1995)Efficacy of the Theory of Planned Behaviour: A meta‐analytic review (2001)Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)The Commitment-Trust Theory of Relationship Marketing (1994)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Exchange and Power in Social Life (2017)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Understanding Attitudes and Predicting Social Behavior (1980)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1985From Intentions to Actions: A Theory of Planned Behavior19,049 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach

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3,537 cited
  • 1995Why Satisfied Customers Defect2,226 cited
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    • 2014Addressing the Root Cause Impediments for Supplier Development in Manufacturing Environment16 cited