Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Service Failure Severity, Customer Satisfaction, and Market Share

16 references·16 citing·33 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
1979Prospect Theory: An Analysis of Decision under Risk48,459 cited
2002Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations21,666 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1998The partial least squares approach for structural equation modeling.12,728 cited
1996The Behavioral Consequences of Service Quality11,994 cited
2009\nThe use of partial least squares path modeling in international marketing11,331 cited
1998Modern Methods for Business Research6,534 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
2006The Effect of Word of Mouth on Sales: Online Book Reviews5,993 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
2009How to Write Up and Report PLS Analyses5,274 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

2,306 cited

1993Customer satisfaction, customer retention, and market share2,151 cited

Cited by

2023Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us90 cited
2020The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry89 cited
2016The impact of service failure on brand credibility87 cited
2021Surprising supply chain disruptions: Mitigation effects of operational slack and supply redundancy75 cited
2016Configurational path to customer satisfaction and stickiness for a restaurant chain using fuzzy set qualitative comparative analysis63 cited
2021Severe service failures and online vindictive word of mouth: The effect of coping strategies61 cited
2018Does online service failure matter to offline customer loyalty in the integrated multi-channel context? The moderating effect of brand strength61 cited
2021Managing customer satisfaction after a product recall: the joint role of remedy, brand equity, and severity58 cited
2015Comparing Churn Prediction Techniques and Assessing Their Performance50 cited
2021Relationship between consumer participation behaviors and consumer stickiness on mobile short video social platform under the development of ICT: based on value co-creation theory perspective50 cited
2021Models for brand relationships44 cited
2018Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry43 cited
2019Joint effect of service recovery types and times on customer satisfaction in lodging42 cited
2020Gaining satisfaction: the role of brand equity orientation and failure type in service recovery39 cited
2020Development of a robust customer satisfaction index for domestic air journeys38 cited
2022Platform-centric vs. multi-party service failure: an examination of consumers’ negative word of mouth about sharing economy platforms35 cited