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Consumers’ resolution of credit card problems and exit behaviors
16 references·0 citing·36 second hop
Consumers’ resolution of credit card problems and exit behaviors (2004)Consumers’ resolution of credit card prob…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France (2001)The impact of switching costs…A cost/benefit approach to understanding service loyalty (2001)A cost/benefit approach to un…The Service Provider Switching Model (SPSM) (1999)The Service Provider Switchin…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectThe effects of customer service on consumer complaining behavior (1995)The effects of customer servi…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…A typology of consumer dissatisfaction response styles (1990)A typology of consumer dissat…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Effect of expectation and dis…Habit Formation and Dynamic Demand Functions (1970)Habit Formation and Dynamic D…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Exit, Voice and Loyalty: Resp…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)A Theory of Cognitive Dissonance (2017)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Zero defections: quality comes to services. (1990)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)An Index of Factorial Simplicity (1974)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Antecedents and consequences of trust and satisfaction in buyer‐seller relationships (1998)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The proactive component of organizational behavior: A measure and correlates (1993)A Decade of System Justification Theory: Accumulated Evidence of Conscious and Unconscious Bolstering of the Status Quo (2004)Modernization, cultural change, and democracy the human development sequence (2005)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)
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References

  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1,740 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
  • 2001The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France885 cited
  • 1970Habit Formation and Dynamic Demand Functions827 cited
  • 2001A cost/benefit approach to understanding service loyalty453 cited
  • 1990A typology of consumer dissatisfaction response styles444 cited
  • 1995The effects of customer service on consumer complaining behavior

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437 cited
  • 1999The Service Provider Switching Model (SPSM)419 cited
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