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Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction
16 references·16 citing·36 second hopsampled
Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction (2011)Service encounter in multi-channel distri…Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…E-S-QUAL (2004)E-S-QUALeTailQ: dimensionalizing, measuring and predicting etail quality (2003)eTailQ: dimensionalizing, mea…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…Service Quality: Insights and Managerial Implications from the Frontier (1994)Service Quality: Insights and…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …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…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Effects of channel integration on the omnichannel customer experience (2024)Effects of channel integratio…Transferring in-store experience to online: An omnichannel strategy for DIY customers’ enhanced brand resonance and co-creative actions (2023)Transferring in-store experie…The impacts of omnichannel retailing properties on customer experience and brand loyalty: A study in the banking sector (2023)The impacts of omnichannel re…The impact of buy-online-and-return-in-store channel integration on online and offline behavioral intentions: The role of offline store (2023)The impact of buy-online-and-…Omnichannel retailing with brand engagement, trust and loyalty in banking: the moderating role of personal innovativeness (2023)Omnichannel retailing with br…Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector (2023)Examining the mediating effec…Antecedents of level of social media use: exploring the mediating effect of usefulness, attitude and satisfaction (2021)Antecedents of level of socia…A further approach in omnichannel LSQ, satisfaction and customer loyalty (2021)A further approach in omnicha…Service quality in multichannel fashion retailing: an exploratory study (2020)Service quality in multichann…Minding the competition: The drivers for multichannel service quality in fashion retailing (2019)Minding the competition: The …Engaging consumers in multichannel online retail environment (2018)Engaging consumers in multich…The Impact of Integration Quality on Customer Equity in Data Driven Omnichannel Services Marketing (2017)The Impact of Integration Qua…Exploring the antecedents of loyalty in the context of multi-channel banking (2017)Exploring the antecedents of …Successful multi-channel strategy: mixing marketing and logistical issues (2016)Successful multi-channel stra…Role of channel integration on the service quality, satisfaction, and repurchase intention in a multi-channel (online-cum-mobile) retail environment (2016)Role of channel integration o…The multichannel customer’s service experience: building satisfaction and trust (2015)The multichannel customer’s s…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Quality, satisfaction and behavioral intentions (2000)Advertising as Information (1974)Breaking Free from Product Marketing (1977)The Commitment-Trust Theory of Relationship Marketing (1994)The Behavioral Consequences of Service Quality (1996)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)An Updated and Streamlined Technology Readiness Index (2014)Understanding Customer Experience Throughout the Customer Journey (2016)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
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 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
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 2004E-S-QUAL3,962 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited
  • 2004

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

Services Marketing: Integrating Customer Focus Across the Firm
1,781 cited
  • 1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited
  • Cited by

    • 2017Exploring the antecedents of loyalty in the context of multi-channel banking86 cited
    • 2021A further approach in omnichannel LSQ, satisfaction and customer loyalty78 cited
    • 2017The Impact of Integration Quality on Customer Equity in Data Driven Omnichannel Services Marketing49 cited
    • 2019Minding the competition: The drivers for multichannel service quality in fashion retailing48 cited
    • 2023Omnichannel retailing with brand engagement, trust and loyalty in banking: the moderating role of personal innovativeness45 cited
    • 2018Engaging consumers in multichannel online retail environment44 cited
    • 2023The impact of buy-online-and-return-in-store channel integration on online and offline behavioral intentions: The role of offline store43 cited
    • 2015The multichannel customer’s service experience: building satisfaction and trust43 cited
    • 2016Role of channel integration on the service quality, satisfaction, and repurchase intention in a multi-channel (online-cum-mobile) retail environment43 cited
    • 2016Successful multi-channel strategy: mixing marketing and logistical issues38 cited
    • 2021Antecedents of level of social media use: exploring the mediating effect of usefulness, attitude and satisfaction34 cited
    • 2020Service quality in multichannel fashion retailing: an exploratory study33 cited
    • 2023Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector32 cited
    • 2024Effects of channel integration on the omnichannel customer experience27 cited
    • 2023The impacts of omnichannel retailing properties on customer experience and brand loyalty: A study in the banking sector23 cited
    • 2023Transferring in-store experience to online: An omnichannel strategy for DIY customers’ enhanced brand resonance and co-creative actions22 cited