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Striking the Right Balance
16 references·16 citing·32 second hopsampled
Striking the Right Balance (2003)Striking the Right BalanceSocial Capital in the Creation of Human Capital (2000)Social Capital in the Creatio…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)An Examination of the Nature …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)Determinants of Long-Term Ori…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Factors Affecting Trust in Market Research Relationships (1993)Factors Affecting Trust in Ma…The Use of Pledges to Build and Sustain Commitment in Distribution Channels (1992)The Use of Pledges to Build a…Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations (1992)Relationships between Provide…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Social Capital in the Creation of Human Capital (1988)Social Capital in the Creatio…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Economic Action and Social Structure: The Problem of Embeddedness (1985)Economic Action and Social St…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Markets and Hierarchies: Analysis and Antitrust Implications. (1976)Markets and Hierarchies: Anal…Reaching the breaking point: a dynamic process theory of business-to-business customer defection (2014)Reaching the breaking point: …Development of special forms of B2B relationships: Examining the role of interpersonal liking in developing Guanxi and Et-Moone relationships (2014)Development of special forms …The bonding effects of relationship value and switching costs in industrial buyer–seller relationships: An investigation into role differences (2011)The bonding effects of relati…Inter‐firm customer knowledge sharing in logistics services: an empirical study (2011)Inter‐firm customer knowledge…Service Performance—Loyalty Intentions Link in a Business-to-Business Context: The Role of Relational Exchange Outcomes and Customer Characteristics (2009)Service Performance—Loyalty I…Relationship‐value‐based antecedents of customer satisfaction and loyalty in manufacturing (2009)Relationship‐value‐based ante…Exploring consumer conflict management in service encounters (2009)Exploring consumer conflict m…Emotional and rational motivations for customer loyalty in business-to-business professional services (2009)Emotional and rational motiva…Conjoining International Marketing and Relationship Marketing: Exploring Consumers’ Cross-Border Service Relationships (2009)Conjoining International Mark…Relationship Quality: a literature review and research agenda (2008)Relationship Quality: a liter…Empirical study of relationship value in industrial services (2008)Empirical study of relationsh…Business customers' satisfaction: What happens when suppliers downsize? (2008)Business customers' satisfact…How functional, psychological, and social relationship benefits influence individual and firm commitment to the relationship (2007)How functional, psychological…Branding implications of partner firm‐focal firm relationships in business‐to‐business service networks (2007)Branding implications of part…The good guys don't always win: the effect of valence on service perceptions and consequences (2006)The good guys don't always wi…Service operations management: from the roots up (2005)Service operations management…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)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)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)Understanding Customer Experience Throughout the Customer Journey (2016)Exchange and Power in Social Life (2017)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)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The Market for "Lemons": Quality Uncertainty and the Market Mechanism (1970)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)The Norm of Reciprocity: A Preliminary Statement (1960)Markets and Hierarchies (1975)Bowling Alone: America's Declining Social Capital (1995)Social Capital, Intellectual Capital, and the Organizational Advantage (1998)Social Capital: Its Origins and Applications in Modern Sociology (1998)External Control of Organizations: Resource Dependence Perspective (2011)Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)Separation of Ownership and Control (1983)The Commitment-Trust Theory of Relationship Marketing (1994)An Integrative Model Of Organizational Trust (1995)Social Capital: Prospects for a New Concept (2002)The Benefits of Facebook “Friends:” Social Capital and College Students’ Use of Online Social Network Sites (2007)
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References

  • 1985Economic Action and Social Structure: The Problem of Embeddedness28,713 cited
  • 1988Social Capital in the Creation of Human Capital26,947 cited
  • 2000Social Capital in the Creation of Human Capital21,666 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1976Markets and Hierarchies: Analysis and Antitrust Implications.13,381 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
  • 1994Determinants of Long-Term Orientation in Buyer-Seller Relationships6,726 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations3,813 cited
  • 1993Factors Affecting Trust in Market Research Relationships

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3,649 cited
  • 1992The Use of Pledges to Build and Sustain Commitment in Distribution Channels3,430 cited
  • Cited by

    • 2005Service operations management: from the roots up134 cited
    • 2011The bonding effects of relationship value and switching costs in industrial buyer–seller relationships: An investigation into role differences131 cited
    • 2006The good guys don't always win: the effect of valence on service perceptions and consequences130 cited
    • 2008Empirical study of relationship value in industrial services125 cited
    • 2007How functional, psychological, and social relationship benefits influence individual and firm commitment to the relationship124 cited
    • 2009Relationship‐value‐based antecedents of customer satisfaction and loyalty in manufacturing113 cited
    • 2008Relationship Quality: a literature review and research agenda96 cited
    • 2009Exploring consumer conflict management in service encounters88 cited
    • 2009Conjoining International Marketing and Relationship Marketing: Exploring Consumers’ Cross-Border Service Relationships76 cited
    • 2009Service Performance—Loyalty Intentions Link in a Business-to-Business Context: The Role of Relational Exchange Outcomes and Customer Characteristics73 cited
    • 2008Business customers' satisfaction: What happens when suppliers downsize?72 cited
    • 2007Branding implications of partner firm‐focal firm relationships in business‐to‐business service networks72 cited
    • 2014Reaching the breaking point: a dynamic process theory of business-to-business customer defection64 cited
    • 2014Development of special forms of B2B relationships: Examining the role of interpersonal liking in developing Guanxi and Et-Moone relationships61 cited
    • 2011Inter‐firm customer knowledge sharing in logistics services: an empirical study60 cited
    • 2009Emotional and rational motivations for customer loyalty in business-to-business professional services56 cited