References

• 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,610 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 1984Attractive Quality and Must-Be Quality3,436 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
• 1992Marketing Services: Competing Through Quality2,178 cited
• 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
• 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
• 1991Understanding Customer Expectations of Service1,403 cited
• 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
• 1987Expectations and Norms in Models of Consumer Satisfaction1,166 cited
• 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
• 2000Should We Delight the Customer?712 cited
• 1997Managing the Professional Service Firm661 cited
• 1995Customer loyalty: how to earn it, how to keep it560 cited
• 2000Service intangibility and its impact on consumer expectations of service quality