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Reconciliating Literature About Client Satisfaction and Perceived Services Quality
16 references·4 citing·27 second hop
Reconciliating Literature About Client Satisfaction and Perceived Services Quality (2000)Reconciliating Literature About Client Sa…Advances in Consumer Research (2025)Advances in Consumer ResearchEncounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice (1994)Encounter Satisfaction versus…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)A Longitudinal Analysis of th…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…Emerging perspectives on services marketing (1983)Emerging perspectives on serv…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Paradigms, Metaphors, and Puzzle Solving in Organization Theory (1980)Paradigms, Metaphors, and Puz…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…The Theory of Buyer Behavior (1971)The Theory of Buyer BehaviorThe role of delight in driving repurchase intentions (2017)The role of delight in drivin…The moderating role of consumer entitlement on the relationship of value with customer satisfaction (2015)The moderating role of consum…Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia (2014)Relationship between Service …An Investigation of Trust, Satisfaction, and Commitment on Repurchase Intentions in Professional Services (2006)An Investigation of Trust, Sa…Advertising as Information (1974)Breaking Free from Product Marketing (1977)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)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)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)
this work references cited by second hop

References

  • 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
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1971The Theory of Buyer Behavior2,797 cited
  • 1988Response Determinants in Satisfaction Judgments1,685 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
  • 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
  • 1980Paradigms, Metaphors, and Puzzle Solving in Organization Theory1,409 cited
  • 1983Emerging perspectives on services marketing

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1,018 cited
  • 1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice852 cited
  • Cited by

    • 2017The role of delight in driving repurchase intentions38 cited
    • 2014Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia38 cited
    • 2015The moderating role of consumer entitlement on the relationship of value with customer satisfaction37 cited
    • 2006An Investigation of Trust, Satisfaction, and Commitment on Repurchase Intentions in Professional Services33 cited