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Differences in the contributions of elements of service to satisfaction, commitment and consumers' share of purchase: A study from the tetraclass model
16 references·5 citing·38 second hop
Differences in the contributions of elements of service to satisfaction, commitment and consumers' share of purchase: A study from the tetraclass model (2003)Differences in the contributions of eleme…The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…A model of consumer perceptions and store loyalty intentions for a supermarket retailer (1998)A model of consumer perceptio…An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)An Examination of the Nature …The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectReturn on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations (1992)Relationships between Provide…Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations (1992)Relationships between Provide…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Models of Consumer Satisfaction Formation: An Extension (1988)Models of Consumer Satisfacti…Brand Loyalty: Measurement and Management (1978)Brand Loyalty: Measurement an…Brand Loyalty: Measurement and Management (1978)Brand Loyalty: Measurement an…How differing demographic factors impact consumers’ loyalty towards national or international fast food chains (2015)How differing demographic fac…Evaluation of consumer satisfaction using the tetra-class model (2008)Evaluation of consumer satisf…Do fans care about hot dogs? A satisfaction analysis of French ice hockey spectators (2008)Do fans care about hot dogs? …Variation within service categories and customer satisfaction: A segment-based approach using the tetra-class model (2006)Variation within service cate…An application of the American customer satisfaction index (ACSI) in the South African motor vehicle industry (2006)An application of the America…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)A Theory of Cognitive Dissonance (1957)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)A Theory of Cognitive Dissonance (2017)Economic Action and Social Structure: The Problem of Embeddedness (1985)A Model of Distributor Firm and Manufacturer Firm Working Partnerships (1990)Communication Strategies in Marketing Channels: A Theoretical Perspective (1990)Social Structure and Competition in Interfirm Networks: The Paradox of Embeddedness (1997)Trust and TAM in Online Shopping: An Integrated Model1 (2003)The Market for "Lemons": Quality Uncertainty and the Market Mechanism (1970)Structural equation modeling in practice: A review and recommended two-step approach. 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(1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)The Behavioral Consequences of Service Quality (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)A circumplex model of affect. (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Quality, satisfaction and behavioral intentions (2000)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)
this work references cited by second hop

References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations3,813 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations1,895 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1978Brand Loyalty: Measurement and Management1,629 cited

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  • 1978Brand Loyalty: Measurement and Management974 cited
  • 1998A model of consumer perceptions and store loyalty intentions for a supermarket retailer880 cited
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    • 2015How differing demographic factors impact consumers’ loyalty towards national or international fast food chains27 cited
    • 2006An application of the American customer satisfaction index (ACSI) in the South African motor vehicle industry26 cited
    • 2008Evaluation of consumer satisfaction using the tetra-class model19 cited
    • 2008Do fans care about hot dogs? A satisfaction analysis of French ice hockey spectators18 cited
    • 2006Variation within service categories and customer satisfaction: A segment-based approach using the tetra-class model16 cited