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Customer orientation, relationship quality, and relational benefits to the firm

16 references·16 citing·30 second hopsampled

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References

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1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1979Review of Psychometric theory (2nd ed.).11,425 cited
1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
2002Consumer Trust, Value, and Loyalty in Relational Exchanges4,193 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1993Factors Affecting Trust in Market Research Relationships3,649 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
2002Understanding Relationship Marketing Outcomes2,299 cited
1993Customer satisfaction, customer retention, and market share2,151 cited
1991

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Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective

2,135 cited

1997Customers' motivations for maintaining relationships with service providers1,604 cited

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2017Novelty seeking, image, and loyalty—The mediating role of satisfaction and moderating role of length of stay: International tourists' perspective134 cited
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2010Relationship quality evaluation in retailers' relationships with consumers118 cited
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