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Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context

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References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Zero defections: quality comes to services.5,373 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
1998Customer Satisfaction and Word of Mouth2,105 cited
1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn

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1,918 cited

1996A Reexamination of the Determinants of Consumer Satisfaction1,904 cited

1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited

Cited by

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2022E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions143 cited
2019Understanding Customer Repurchase Intention in E-commerce: Role of Perceived Price, Delivery Quality, and Perceived Value122 cited
2013Technology readiness in a B2B online retail context: An examination of antecedents and outcomes112 cited
2013Effects of customer equity drivers on customer loyalty in B2B context111 cited
2019Service quality versus service experience: An empirical examination of the consequential effects in B2B services110 cited
2015Relationship quality and satisfaction: Customer-perceived success factors for on-time projects105 cited
2012Critical review of the e-loyalty literature: a purchase-centred framework104 cited
2017Service quality and student/customer satisfaction in the private tertiary education sector in Singapore104 cited
2021Value dimensions of gamification and their influence on brand loyalty and word‐of‐mouth: Relationships and combinations with satisfaction and brand love97 cited
2015An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context96 cited
2019Factors affecting social presence and word-of-mouth in corporate social responsibility communication: Tone of voice, message framing, and online medium type87 cited
2017#IHateYourBrand: adaptive service recovery strategies on Twitter85 cited