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Service quality and marketing performance in business‐to‐business markets: exploring the mediating role of client satisfaction
16 references·16 citing·30 second hopsampled
Service quality and marketing performance in business‐to‐business markets: exploring the mediating role of client satisfaction (2004)Service quality and marketing performance…The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)The Chain of Effects from Bra…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)Determinants of Long-Term Ori…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Comparative fit indexes in structural models. (1990)Comparative fit indexes in st…LISREL 7 : user's reference guide (1989)LISREL 7 : user's reference g…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)Structural Equation Models wi…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…Service Failure and Recovery in B2B Markets – A Morphological Analysis (2020)Service Failure and Recovery …CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks (2020)CRM, service quality and orga…The role of supplier performance in building customer trust and loyalty: A cross-country examination (2017)The role of supplier performa…Tourism service quality and destination loyalty – the mediating role of destination image from international tourists’ perspectives (2016)Tourism service quality and d…Service quality in bank during an economic crisis (2016)Service quality in bank durin…Green products usage: structural relationships on customer satisfaction and loyalty (2016)Green products usage: structu…Branding co-creation with members of online brand communities (2016)Branding co-creation with mem…An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context (2015)An application of European Cu…The antecedents of client loyalty in business-to-business (B2B) electronic marketplaces (2013)The antecedents of client loy…The impact of service encounter quality in service evaluation: evidence from a business‐to‐business context (2010)The impact of service encount…Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships (2010)Service quality and its relat…The value of B2B relationships (2009)The value of B2B relationshipsRelationship‐value‐based antecedents of customer satisfaction and loyalty in manufacturing (2009)Relationship‐value‐based ante…Outcomes of service encounter quality in a business-to-business context (2007)Outcomes of service encounter…The effect of automated service quality on bank financial performance and the mediating role of customer retention (2006)The effect of automated servi…A re‐assessment and refinement of RECOVSAT (2005)A re‐assessment and refinemen…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)A Reliability Coefficient for Maximum Likelihood Factor Analysis (1973)Significance tests and goodness of fit in the analysis of covariance structures. (1980)EQS : structural equations program manual (1989)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)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)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural equation modeling in practice: A review and recommended two-step approach. (1988)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Trust and TAM in Online Shopping: An Integrated Model1 (2003)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Application of confirmatory factor analysis to the study of self-concept: First- and higher order factor models and their invariance across groups. (1985)A Practical Guide To Factorial Validity Using PLS-Graph: Tutorial And Annotated Example (2005)PLS-SEM: Indeed a Silver Bullet (2011)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)
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
  • 1990Comparative fit indexes in structural models.25,213 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 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
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics9,798 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1989LISREL 7 : user's reference guide6,783 cited
  • 1994Determinants of Long-Term Orientation in Buyer-Seller Relationships6,726 cited
  • 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty6,666 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework

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6,599 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • Cited by

    • 2016Branding co-creation with members of online brand communities302 cited
    • 2016Tourism service quality and destination loyalty – the mediating role of destination image from international tourists’ perspectives172 cited
    • 2010Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships147 cited
    • 2009The value of B2B relationships143 cited
    • 2009Relationship‐value‐based antecedents of customer satisfaction and loyalty in manufacturing113 cited
    • 2017The role of supplier performance in building customer trust and loyalty: A cross-country examination105 cited
    • 2007Outcomes of service encounter quality in a business-to-business context98 cited
    • 2005A re‐assessment and refinement of RECOVSAT97 cited
    • 2015An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context96 cited
    • 2013The antecedents of client loyalty in business-to-business (B2B) electronic marketplaces88 cited
    • 2016Green products usage: structural relationships on customer satisfaction and loyalty82 cited
    • 2020CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks73 cited
    • 2016Service quality in bank during an economic crisis73 cited
    • 2020Service Failure and Recovery in B2B Markets – A Morphological Analysis72 cited
    • 2010The impact of service encounter quality in service evaluation: evidence from a business‐to‐business context69 cited
    • 2006The effect of automated service quality on bank financial performance and the mediating role of customer retention66 cited