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A conceptualisation of a customer‐bank bond in the context of the twenty‐first century UK retail banking industry
16 references·2 citing·38 second hop
A conceptualisation of a customer‐bank bond in the context of the twenty‐first century UK retail banking industry (2005)A conceptualisation of a customer‐bank bo…A Theory of Cognitive Dissonance (2017)A Theory of Cognitive Dissona…Consumer acceptance of online banking: an extension of the technology acceptance model (2004)Consumer acceptance of online…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…Subcultures of Consumption: An Ethnography of the New Bikers (1995)Subcultures of Consumption: A…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Hedonic Consumption: Emerging…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Social penetration: The development of interpersonal relationships (1973)Social penetration: The devel…A Theory of Cognitive Dissonance (1957)A Theory of Cognitive Dissona…The Management of Reputational Risks in Banks: Findings From Germany and Switzerland (2019)The Management of Reputationa…The Close Relationship Strategy – Corporate brand development in banking (2009)The Close Relationship Strate…Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)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)Zero defections: quality comes to services. (1990)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)The Discovery of Grounded Theory (2017)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)The Behavioral Consequences of Service Quality (1996)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Satisfaction: a behavioral perspective on the consumer (2010)The Standard Edition of the Complete Psychological Works of Sigmund Freud (1953)An Information Processing Theory of Consumer Choice (1979)Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Advances in Consumer Research (2025)The case for motivated reasoning. (1990)Managing Legitimacy: Strategic and Institutional Approaches (1995)The Emerging Field of Emotion Regulation: An Integrative Review (1998)Inequity In Social Exchange (1965)Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (2021)
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  • 2017A Theory of Cognitive Dissonance18,122 cited
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  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
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  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study

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1,862 cited
  • 2004Consumer acceptance of online banking: an extension of the technology acceptance model1,772 cited
  • Cited by

    • 2019The Management of Reputational Risks in Banks: Findings From Germany and Switzerland37 cited
    • 2009The Close Relationship Strategy – Corporate brand development in banking26 cited