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Can ISO 9001 improve service recovery?
16 references·2 citing·41 second hop
Can ISO 9001 improve service recovery? (2013)Can ISO 9001 improve service recovery?The moderating effect of customer perceived value on online shopping behaviour (2011)The moderating effect of cust…Reliability and Validity Assessment (2011)Reliability and Validity Asse…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…E‐retailing by banks: e‐service quality and its importance to customer satisfaction (2009)E‐retailing by banks: e‐servi…Comparing the quality management practices in UK SMEs (2008)Comparing the quality managem…Consumer Loyalty: Singular, Additive or Interactive? (2005)Consumer Loyalty: Singular, A…Quality Managemnet and Quality Assurance Standards—Part 3 (2004)Quality Managemnet and Qualit…E-S-QUAL (2004)E-S-QUALCustomer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Customer perceived value, sat…Comfort your online customer: quality, trust and loyalty on the internet (2004)Comfort your online customer:…The effect of market orientation on buyer–seller relationship satisfaction (2003)The effect of market orientat…The evolution and future of national customer satisfaction index models (2001)The evolution and future of n…The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda (2000)The Impact of Technology on t…Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes (2000)Competitive and Procedural De…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Unlocking supply chain product and process innovation through the development of supply chain learning capabilities under technological turbulence: Evidence from Egyptian SMEs (2023)Unlocking supply chain produc…Customer satisfaction and ISO 9001 improvement requirements in the supply chain (2018)Customer satisfaction and ISO…Prospect Theory: An Analysis of Decision under Risk (1979)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009)Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement (2010)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market (2005)The Evolution of Loyalty Intentions (2006)Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions (2007)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)Perceived e‐service quality (PeSQ) (2007)The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings (2010)Trust, Satisfaction, and Online Repurchase Intention: The Moderating Role of Perceived Effectiveness of E-Commerce Institutional Mechanisms1 (2014)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)E‐service quality: a model of virtual service quality dimensions (2003)Corporate Social Responsibility and Marketing: An Integrative Framework (2004)The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)An Updated and Streamlined Technology Readiness Index (2014)Understanding Customer Experience Throughout the Customer Journey (2016)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)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)A Review of Scale Development Practices in the Study of Organizations (1995)A Brief Tutorial on the Development of Measures for Use in Survey Questionnaires (1998)A model of destination image formation (1999)Integration of management systems: focus on safety in the nuclear industry (2003)A comparative study of factors affecting the external stakeholder management process (2008)How integrated are environmental, quality and other standardized management systems? An empirical study (2008)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 2011Reliability and Validity Assessment5,040 cited
  • 2004E-S-QUAL3,962 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 2004Customer perceived value, satisfaction, and loyalty: The role of switching costs2,039 cited
  • 2000The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda1,795 cited
  • 2001The evolution and future of national customer satisfaction index models1,069 cited
  • 2004Comfort your online customer: quality, trust and loyalty on the internet872 cited
  • 2004Quality Managemnet and Quality Assurance Standards—Part 3451 cited
  • 2011The moderating effect of customer perceived value on online shopping behaviour398 cited
  • 2003The effect of market orientation on buyer–seller relationship satisfaction323 cited
  • 2009E‐retailing by banks: e‐service quality and its importance to customer satisfaction239 cited
  • 2000Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes195 cited
  • 2008Comparing the quality management practices in UK SMEs

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194 cited
  • 2005Consumer Loyalty: Singular, Additive or Interactive?138 cited
  • Cited by

    • 2018Customer satisfaction and ISO 9001 improvement requirements in the supply chain39 cited
    • 2023Unlocking supply chain product and process innovation through the development of supply chain learning capabilities under technological turbulence: Evidence from Egyptian SMEs31 cited