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Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes
16 references·6 citing·43 second hop
Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes (2014)Does the nature of the relationship reall…Reliability and Validity Assessment (2011)Reliability and Validity Asse…Customer Engagement (2011)Customer EngagementAn assessment of the use of partial least squares structural equation modeling in marketing research (2011)An assessment of the use of p…Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Customer Engagement Behavior:…Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Factors Influencing the Effec…Understanding Relationship Marketing Outcomes (2002)Understanding Relationship Ma…Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology. (2001)Experiential value: conceptua…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Issues and opinion on structural equation modeling (1998)Issues and opinion on structu…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Voicing out or switching away? A psychological climate perspective on customers’ intentional responses to service failure (2019)Voicing out or switching away…Do service firm employee and customer relations matter for customer forgiveness in service recovery? (2019)Do service firm employee and …Determinants of banking consumers’ engagement in post service failure positive word-of-mouth (2019)Determinants of banking consu…Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry (2017)Influence of social capital o…E-loyalty driven by website quality: The case of destination marketing organization websites (2017)E-loyalty driven by website q…Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter? (2016)Perceived justice and post-re…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Understanding Attitudes and Predicting Social Behavior (1980)Whence Consumer Loyalty? 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
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  • 1999Whence Consumer Loyalty?7,319 cited
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  • 2011Reliability and Validity Assessment5,040 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
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2,165 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • Cited by

    • 2017E-loyalty driven by website quality: The case of destination marketing organization websites38 cited
    • 2019Do service firm employee and customer relations matter for customer forgiveness in service recovery?34 cited
    • 2016Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?33 cited
    • 2019Determinants of banking consumers’ engagement in post service failure positive word-of-mouth28 cited
    • 2017Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry27 cited
    • 2019Voicing out or switching away? A psychological climate perspective on customers’ intentional responses to service failure22 cited