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Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries

16 references·16 citing·41 second hopsampled

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References

1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1985Competitive Advantage: Creating and Sustaining Superior Performance14,723 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1985Competitive advantage, creating and sustaining superior performance10,284 cited
1990Market Orientation: The Construct, Research Propositions, and Managerial Implications7,320 cited
1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
1994The Capabilities of Market-Driven Organizations6,532 cited
1998Competitive advantage: creating and sustaining superior performance5,791 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Zero defections: quality comes to services.5,373 cited
1997Customer value: The next source for competitive advantage4,662 cited
1993

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The Antecedents and Consequences of Customer Satisfaction for Firms

4,607 cited

1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited

Cited by

2013Integrating Muslim Customer Perceived Value, Satisfaction, Loyalty and Retention in the Tourism Industry: An empirical study264 cited
2006Consumer Perception of Value: Literature Review and a New Conceptual Framework164 cited
2013Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry156 cited
2015Customer perceived value—Conceptualization and avenues for future research155 cited
2008Customer value from a customer perspective: a comprehensive review155 cited
2008Organisational capabilities: antecedents and implications for customer value149 cited
2011Creating dynamic capabilities to increase customer value115 cited
2009Relationship‐value‐based antecedents of customer satisfaction and loyalty in manufacturing113 cited
2011The idiosyncratic behaviour of service quality, value, satisfaction, and intention to recommend in higher education: An empirical examination111 cited
2010An Empirical Analysis of Franchisee Value-in-Use, Investment Risk and Relational Satisfaction111 cited
2006Changes in sponsorship value: Competencies and capabilities of successful sponsorship relationships110 cited
2024The Influence of Perceived Value, Customer Satisfaction, and Trust on Loyalty in Entertainment Platforms99 cited
2019Customer satisfaction, loyalty, knowledge and competitiveness in the food industry96 cited
2014Customer Perceived Value in Social Commerce: An Exploration of Its Antecedents and Consequences94 cited
2009Customer Loyalty in Clusters: Perceived Value and Satisfaction as Antecedents93 cited
2023Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us90 cited