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Brand defection in a business-to-business financial service
16 references·5 citing·39 second hop
Brand defection in a business-to-business financial service (2008)Brand defection in a business-to-business…A Theory of Cognitive Dissonance (2017)A Theory of Cognitive Dissona…The use of expert judges in scale development (2003)The use of expert judges in s…Return on Marketing: Using Customer Equity to Focus Marketing Strategy (2003)Return on Marketing: Using Cu…Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers (2000)Understanding the Customer Ba…Cultivating Service Brand Equity (2000)Cultivating Service Brand Equ…Why do customers switch? The dynamics of satisfaction versus loyalty (1998)Why do customers switch? The …LEARNING FROM CUSTOMER DEFECTIONS (1996)LEARNING FROM CUSTOMER DEFECT…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Antecedents to Customer Expectations for Service Recovery (1994)Antecedents to Customer Expec…Loyalty-based management. (1993)Loyalty-based management.Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Consumer Behavior: Buying, Having and Being (1993)Consumer Behavior: Buying, Ha…Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Conceptualizing, Measuring, a…Zero defections: quality comes to services. (1990)Zero defections: quality come…Direct Experience And Attitude-Behavior Consistency (1981)Direct Experience And Attitud…A Theory of Cognitive Dissonance (1957)A Theory of Cognitive Dissona…Extending the double jeopardy and duplication of purchase laws to the wine market (2019)Extending the double jeopardy…Exploring the incidence and antecedents of buying an FMCG brand and UPC for the first time (2017)Exploring the incidence and a…Under the marketers' radar: Commonly ignored triggers for brand repertoire changes (2011)Under the marketers' radar: C…Reasons for non-consideration of brands and the role of prior experience (2011)Reasons for non-consideration…Inactivity and the dynamics of relationship development: a proposed model (2010)Inactivity and the dynamics o…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)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)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)Measuring Service Quality: A Reexamination and Extension (1992)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)Conditional logit analysis of qualitative choice behavior (1972)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Understanding Customer Experience Throughout the Customer Journey (2016)Marketing Services: Competing Through Quality (1992)Building Strong Brands (1995)The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda (2000)Understanding Service Convenience (2002)Customer engagement: the construct, antecedents, and consequences (2016)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Understanding Attitudes and Predicting Social Behavior (1980)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Dimensions of Brand Personality (1997)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)The case for motivated reasoning. (1990)Managing Legitimacy: Strategic and Institutional Approaches (1995)The Emerging Field of Emotion Regulation: An Integrative Review (1998)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Customer Experience Management in Retailing: Understanding the Buying Process (2009)How to SHIFT Consumer Behaviors to be More Sustainable: A Literature Review and Guiding Framework (2019)Inequity In Social Exchange (1965)Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (2021)Delight by Design: The Role of Hedonic Versus Utilitarian Benefits (2008)Development of a Scale to Measure Memorable Tourism Experiences (2010)
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  • 1957A Theory of Cognitive Dissonance24,224 cited
  • 2017A Theory of Cognitive Dissonance18,122 cited
  • 1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity14,745 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
  • 1993Consumer Behavior: Buying, Having and Being1,744 cited
  • 2000Cultivating Service Brand Equity1,733 cited
  • 1993Loyalty-based management.1,317 cited
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  • 1981Direct Experience And Attitude-Behavior Consistency1,215 cited
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  • 2003The use of expert judges in scale development781 cited
  • 1994Antecedents to Customer Expectations for Service Recovery673 cited
  • 1998Why do customers switch? The dynamics of satisfaction versus loyalty

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Cited by

  • 2010Inactivity and the dynamics of relationship development: a proposed model33 cited
  • 2017Exploring the incidence and antecedents of buying an FMCG brand and UPC for the first time15 cited
  • 2019Extending the double jeopardy and duplication of purchase laws to the wine market15 cited
  • 2011Under the marketers' radar: Commonly ignored triggers for brand repertoire changes14 cited
  • 2011Reasons for non-consideration of brands and the role of prior experience14 cited