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Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling
16 references·0 citing·36 second hop
Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling (2003)Disconfirming user expectations of the on…Technology Infusion in Service Encounters (2000)Technology Infusion in Servic…Measuring the Customer Experience in Online Environments: A Structural Modeling Approach (2000)Measuring the Customer Experi…Service Quality: A Measure of Information Systems Effectiveness (1995)Service Quality: A Measure of…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Scale Development : Theory and Applications (1991)Scale Development : Theory an…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Norm theory: Comparing reality to its alternatives. (1986)Norm theory: Comparing realit…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Coefficient Alpha and the Internal Structure of Tests (1951)Coefficient Alpha and the Int…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)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)An Inventory for Measuring Depression (1961)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Prospect Theory: An Analysis of Decision under Risk (1979)A Continuum of Impression Formation, from Category-Based to Individuating Processes: Influences of Information and Motivation on Attention and Interpretation (1990)Well-being : the foundations of hedonic psychology (1999)Core affect and the psychological construction of emotion. (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)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)Specification Tests in Econometrics (1978)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)The Effects of Progressive Levels of Interactivity and Vividness in Web Marketing Sites (2001)Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives (2009)Digital marketing: A framework, review and research agenda (2016)Measurement and prediction (1950)Intraclass correlations: Uses in assessing rater reliability. (1979)The Pittsburgh sleep quality index: A new instrument for psychiatric practice and research (1989)The theory of planned behavior (1991)Index Construction with Formative Indicators: An Alternative to Scale Development (2001)Scale Development Research (2006)Making sense of Cronbach's alpha (2011)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)
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References

  • 1951Coefficient Alpha and the Internal Structure of Tests43,892 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
  • 1991Scale Development : Theory and Applications15,552 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 2000Measuring the Customer Experience in Online Environments: A Structural Modeling Approach3,196 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1986Norm theory: Comparing reality to its alternatives.3,027 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited

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  • 1995Service Quality: A Measure of Information Systems Effectiveness1,765 cited
  • 2000Technology Infusion in Service Encounters1,551 cited
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