References

• 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
• 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
• 1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
• 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
• 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
• 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
• 1983Modeling Consumer Satisfaction Processes Using Experience-Based Norms966 cited
• 1978Consumer and Industrial Buying Behavior607 cited
• 1986The Intensity of Ethnic Affiliation: A Study of the Sociology of Hispanic Consumption500 cited
• 1990Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories479 cited
• 1983Ethnic Migration, Assimilation, and Consumption382 cited
• 1981The Role of Perception of Time in Consumer Research372 cited
• 1991Consumer Satisfaction, Dissatisfaction, and Complaining Behavior367 cited
• 1984The Rise of Ethnicity: Determinants of Ethnic Perceptions Among Cuban Exiles in Miami205 cited
• 1984