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What You Don't Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions
16 references·16 citing·27 second hopsampled
What You Don't Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions (1999)What You Don't Know About Customer-Percei…Theory of games and economic behavior (2019)Theory of games and economic …Decisions with Multiple Objectives: Preferences and Value Tradeoffs. (1994)Decisions with Multiple Objec…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Prospect theory: An analysis of decision under risk (1988)Prospect theory: An analysis …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The need for cognition. (1982)The need for cognition.Out of the Crisis (1982)Out of the CrisisA Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect Theory: An Analysis …Judgment under Uncertainty: Heuristics and Biases (1975)Judgment under Uncertainty: H…Judgment under Uncertainty: Heuristics and Biases (1974)Judgment under Uncertainty: H…On the psychology of prediction. (1973)On the psychology of predicti…Subjective probability: A judgment of representativeness (1972)Subjective probability: A jud…Disconfirmation Effect on Online Rating Behavior: A Structural Model (2017)Disconfirmation Effect on Onl…Balancing exploration and exploitation of IT resources: the influence of Digital Business Intensity on perceived organizational performance (2017)Balancing exploration and exp…The effects of social- and self-motives on the intentions to share positive and negative word of mouth (2013)The effects of social- and se…Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights (2013)Service Quality: The Impact o…Strategies to offset performance failures: The role of brand equity (2008)Strategies to offset performa…Customer satisfaction, perceived risk and affective commitment: an investigation of directions of influence (2008)Customer satisfaction, percei…Customer complaining: The role of tie strength and information control (2008)Customer complaining: The rol…Service Quality Attribute Weights (2007)Service Quality Attribute Wei…Satisfaction Strength and Customer Loyalty (2007)Satisfaction Strength and Cus…Developing a multidimensional and hierarchical service quality model for the travel agency industry (2007)Developing a multidimensional…From Fear to Loathing? How Emotion Influences the Evaluation and Early Use of Innovations (2006)From Fear to Loathing? How Em…Der Zusammenhang zwischen Kundenzufriedenheit und Kundenbindung (2005)Der Zusammenhang zwischen Kun…Brand Loyalty Programs: Are They Shams? (2005)Brand Loyalty Programs: Are T…Customer Satisfaction in Virtual Environments: A Study of Online Investing (2003)Customer Satisfaction in Virt…A survey analysis of service quality for domestic airlines (2002)A survey analysis of service …The impact of satisfaction and payment equity on cross-buying (2001)The impact of satisfaction an…Availability: A heuristic for judging frequency and probability (1973)The Framing of Decisions and the Psychology of Choice (1981)Advances in prospect theory: Cumulative representation of uncertainty (1992)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)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)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)Risk, Ambiguity, and the Savage Axioms (1961)Exploration and Exploitation in Organizational Learning (1991)Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance (2007)Conjoint Analysis in Consumer Research: Issues and Outlook (1978)Risk management in a dynamic society: a modelling problem (1997)Best-worst multi-criteria decision-making method (2014)Toward a positive theory of consumer choice (1980)Non-cooperative games (1989)Development of NASA-TLX (Task Load Index): Results of Empirical and Theoretical Research (1988)Epistemic Injustice (2007)
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References

  • 1979Prospect Theory: An Analysis of Decision under Risk48,459 cited
  • 1988Prospect theory: An analysis of decision under risk32,475 cited
  • 1974Judgment under Uncertainty: Heuristics and Biases28,742 cited
  • 1975Judgment under Uncertainty: Heuristics and Biases22,647 cited
  • 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
  • 2019Theory of games and economic behavior16,630 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1994Decisions with Multiple Objectives: Preferences and Value Tradeoffs.8,369 cited
  • 1982Out of the Crisis7,278 cited
  • 1973On the psychology of prediction.6,201 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1982The need for cognition.5,357 cited
  • 1972Subjective probability: A judgment of representativeness4,876 cited
  • 1993

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The Antecedents and Consequences of Customer Satisfaction for Firms
4,607 cited

Cited by

  • 2013The effects of social- and self-motives on the intentions to share positive and negative word of mouth448 cited
  • 2003Customer Satisfaction in Virtual Environments: A Study of Online Investing370 cited
  • 2002A survey analysis of service quality for domestic airlines350 cited
  • 2007Satisfaction Strength and Customer Loyalty348 cited
  • 2005Brand Loyalty Programs: Are They Shams?286 cited
  • 2001The impact of satisfaction and payment equity on cross-buying276 cited
  • 2006From Fear to Loathing? How Emotion Influences the Evaluation and Early Use of Innovations225 cited
  • 2005Der Zusammenhang zwischen Kundenzufriedenheit und Kundenbindung216 cited
  • 2007Developing a multidimensional and hierarchical service quality model for the travel agency industry212 cited
  • 2008Strategies to offset performance failures: The role of brand equity212 cited
  • 2007Service Quality Attribute Weights203 cited
  • 2008Customer satisfaction, perceived risk and affective commitment: an investigation of directions of influence196 cited
  • 2008Customer complaining: The role of tie strength and information control196 cited
  • 2013Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights193 cited
  • 2017Disconfirmation Effect on Online Rating Behavior: A Structural Model193 cited
  • 2017Balancing exploration and exploitation of IT resources: the influence of Digital Business Intensity on perceived organizational performance187 cited