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Dual Influences of Moderating Variables in the Dissatisfaction Process: Theory and Evidence
16 references·1 citing·41 second hop
Dual Influences of Moderating Variables in the Dissatisfaction Process: Theory and Evidence (2009)Dual Influences of Moderating Variables i…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Customer Satisfaction: A Meta…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…The handbook of Chinese psychology (1996)The handbook of Chinese psych…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…The Market Maven: A Diffuser of Marketplace Information (1987)The Market Maven: A Diffuser …Politeness (1987)PolitenessPoliteness : Some Universals in Language Usage (1987)Politeness : Some Universals …A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…On the Concept of Face (1976)On the Concept of FaceInteraction Ritual: Essays on Face-to-Face Behavior. (1968)Interaction Ritual: Essays on…Generalized expectancies for internal versus external control of reinforcement. (1966)Generalized expectancies for …Face, fate and brand equity: service recovery justice and satisfaction (2020)Face, fate and brand equity: …A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making (1999)Customer satisfaction with services: putting perceived value into the equation (2000)Zero defections: quality comes to services. (1990)Measuring Service Quality: A Reexamination and Extension (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The achievement motive (1953)Motives in fantasy, action, and society (1958)Self-efficacy: Toward a unifying theory of behavioral change. (1977)The theory of planned behavior (1991)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)The Theory of the Leisure Class (2009)An Evolutionary Theory of Economic Change. (1983)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Understanding Customer Experience Throughout the Customer Journey (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A Theory of Structure: Duality, Agency, and Transformation (1992)Manifesto for a Relational Sociology (1997)The mobile connection: the cell phone's impact on society (2004)Principles of Critical Discourse Analysis (1993)Tit for Tat? The Spiraling Effect of Incivility in the Workplace (1999)Construal-level theory of psychological distance. (2010)Power, approach, and inhibition. (2003)Critical Discourse Analysis (2015)
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References

  • 1966Generalized expectancies for internal versus external control of reinforcement.21,937 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1987Politeness : Some Universals in Language Usage11,919 cited
  • 1987Politeness10,531 cited
  • 1968Interaction Ritual: Essays on Face-to-Face Behavior.7,499 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,000 cited
  • 1996The handbook of Chinese psychology1,923 cited
  • 1987The Market Maven: A Diffuser of Marketplace Information1,322 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts

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1,201 cited
  • 1976On the Concept of Face1,167 cited
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    • 2020Face, fate and brand equity: service recovery justice and satisfaction21 cited