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La qualité perçue comme déterminant de la satisfaction des clients en business-to-business . Une étude empirique dans le domaine de la téléphonie
16 references·0 citing·33 second hop
La qualité perçue comme déterminant de la satisfaction des clients en business-to-business . Une étude empirique dans le domaine de la téléphonie (2004)La qualité perçue comme déterminant de la…Advances in Consumer Research (2025)Advances in Consumer ResearchThe Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Structural Model Evaluation and Modification: An Interval Estimation Approach (1990)Structural Model Evaluation a…Comparative fit indexes in structural models. (1990)Comparative fit indexes in st…A Model of Distributor Firm and Manufacturer Firm Working Partnerships (1990)A Model of Distributor Firm a…LISREL 7 : user's reference guide (1989)LISREL 7 : user's reference g…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment (1988)An Updated Paradigm for Scale…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Significance tests and goodness of fit in the analysis of covariance structures. (1980)Significance tests and goodne…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Exchange and Power in Social Life. (1965)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Exchange and Power in Social Life (2017)A Reliability Coefficient for Maximum Likelihood Factor Analysis (1973)EQS : structural equations program manual (1989)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)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)A Theory of the Allocation of Time (1965)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Trust and TAM in Online Shopping: An Integrated Model1 (2003)A General Approach to Confirmatory Maximum Likelihood Factor Analysis (1969)Assessing Reliability and Stability in Panel Models (1977)Intraclass Reliability Estimates: Testing Structural Assumptions (1974)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)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error113,385 cited
  • 1990Comparative fit indexes in structural models.25,892 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing23,031 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980Significance tests and goodness of fit in the analysis of covariance structures.19,266 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence19,034 cited
  • 2025Advances in Consumer Research13,486 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1990Structural Model Evaluation and Modification: An Interval Estimation Approach7,404 cited
  • 1989LISREL 7 : user's reference guide6,791 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,298 cited
  • 1990A Model of Distributor Firm and Manufacturer Firm Working Partnerships

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5,824 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,704 cited
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