Cited by

• 2004Is “service with a smile” enough? Authenticity of positive displays during service encounters844 cited
• 2016Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty455 cited
• 2008The impact of experiential consumption cognitions and emotions on behavioral intentions407 cited
• 2007The effect of consumption emotions on satisfaction and word‐of‐mouth communications380 cited
• 2006Examining the motivation, perceived performance, and behavioral intentions of convention attendees: Evidence from a regional conference379 cited
• 2007The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry363 cited
• 2010An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping360 cited
• 2007Determinants of dining satisfaction and post-dining behavioral intentions342 cited
• 2006Does relationship marketing improve customer relationship satisfaction and loyalty?325 cited
• 2007Gratitude, delight, or guilt: The role of consumers' emotions in predicting postconsumption behaviors325 cited
• 2015How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality295 cited
• 2006Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance263 cited
• 2009Customer expectations of CSR, perceived service quality and brand effect in Thai retail banking251 cited
• 2011Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan246 cited
• 2011Effects of dissatisfaction in tourist services: The role of anger and regret217 cited
• 2014Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector204 cited