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The Influence of Customer Experience Quality on Customers' Behavioral Intentions
16 references·16 citing·32 second hopsampled
The Influence of Customer Experience Quality on Customers' Behavioral Intentions (2013)The Influence of Customer Experience Qual…Advances in Consumer Research (2025)Advances in Consumer ResearchCustomer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Customer Experience Creation:…Managing the co-creation of value (2007)Managing the co-creation of v…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Trust, Value, and Lo…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Advances in Consumer Research (1992)Advances in Consumer ResearchSERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…In a Different Voice: Psychological Theory and Women's Development. (1983)In a Different Voice: Psychol…In A Different Voice: Psychological Theory And Women's Development (1982)In A Different Voice: Psychol…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…The Hidden Dimension (1973)The Hidden DimensionFan Engagement Behavior: Validation of a Theory-Based Scale (2023)Fan Engagement Behavior: Vali…Effect of Customer Experience Quality on Loyalty in Fitness Services (2022)Effect of Customer Experience…WeChat mobile-payment-based smart retail customer experience: an integrated framework (2021)WeChat mobile-payment-based s…The Impact of E-Service Quality On Customer Engagement, Customer Experience and Customer Loyalty in B2c E-Commerce (2021)The Impact of E-Service Quali…Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis (2021)Omni-Channel Customer Experie…The role of servicescape and social interaction toward customer service experience in coffee stores. The case of Vietnam (2020)The role of servicescape and …Customer-to-customer interaction quality, promotion emotion, prevention emotion and attitudinal loyalty in mass services (2020)Customer-to-customer interact…What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia (2019)What drives experiential loya…What drives consumers’ active participation in the online channel? Customer equity, experience quality, and relationship proneness (2019)What drives consumers’ active…Sustainable Customer Experience: Bridging Theory and Practice (2019)Sustainable Customer Experien…A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments (2019)A Bayesian examination of the…The differential effect of cognitive and emotional elements of experience quality on the customer-service provider’s relationship (2018)The differential effect of co…A comparative study of covariance and partial least squares based structural equation modelling in hospitality and tourism research (2017)A comparative study of covari…GEOMARKETING MODELS IN SUPERMARKET LOCATION STRATEGIES (2016)GEOMARKETING MODELS IN SUPERM…Customer experience quality and demographic variables (age, gender, education level, and family income) in retail stores (2016)Customer experience quality a…Determinants of Customer Experience and Resulting Satisfaction and Revisit Intentions: PLS-SEM Approach towards Malaysian Resort Hotels (2014)Determinants of Customer Expe…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)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)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)Self-monitoring of expressive behavior. (1974)IEMOCAP: interactive emotional dyadic motion capture database (2008)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)Gender and relationships: A developmental account. (1990)Gender, Race, and Perception of Environmental Health Risks (1994)The gender similarities hypothesis. (2005)Altruism and Prosocial Behavior (2003)Telling Secrets, Revealing Lives (2006)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1983In a Different Voice: Psychological Theory and Women's Development.11,110 cited
  • 1982In A Different Voice: Psychological Theory And Women's Development10,875 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1973The Hidden Dimension4,860 cited
  • 2002Consumer Trust, Value, and Loyalty in Relational Exchanges4,193 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 2007Managing the co-creation of value3,467 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies

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3,138 cited
  • 1992Advances in Consumer Research2,863 cited
  • Cited by

    • 2017A comparative study of covariance and partial least squares based structural equation modelling in hospitality and tourism research99 cited
    • 2016Customer experience quality and demographic variables (age, gender, education level, and family income) in retail stores75 cited
    • 2019What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia73 cited
    • 2020The role of servicescape and social interaction toward customer service experience in coffee stores. The case of Vietnam67 cited
    • 2016GEOMARKETING MODELS IN SUPERMARKET LOCATION STRATEGIES63 cited
    • 2018The differential effect of cognitive and emotional elements of experience quality on the customer-service provider’s relationship57 cited
    • 2021Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis56 cited
    • 2014Determinants of Customer Experience and Resulting Satisfaction and Revisit Intentions: PLS-SEM Approach towards Malaysian Resort Hotels50 cited
    • 2019What drives consumers’ active participation in the online channel? Customer equity, experience quality, and relationship proneness49 cited
    • 2021WeChat mobile-payment-based smart retail customer experience: an integrated framework43 cited
    • 2019Sustainable Customer Experience: Bridging Theory and Practice35 cited
    • 2019A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments35 cited
    • 2020Customer-to-customer interaction quality, promotion emotion, prevention emotion and attitudinal loyalty in mass services34 cited
    • 2021The Impact of E-Service Quality On Customer Engagement, Customer Experience and Customer Loyalty in B2c E-Commerce32 cited
    • 2023Fan Engagement Behavior: Validation of a Theory-Based Scale27 cited
    • 2022Effect of Customer Experience Quality on Loyalty in Fitness Services25 cited