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The use of digital channels to create customer relationships
16 references·1 citing·47 second hopsampled
The use of digital channels to create customer relationships (2009)The use of digital channels to create cus…Service Management and Marketing (2011)Service Management and Market…Service logic revisited: who creates value? And who co‐creates? (2008)Service logic revisited: who …Antecedents and purchase consequences of customer participation in small group brand communities (2006)Antecedents and purchase cons…Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Choosing among Alternative Se…E-S-QUAL (2004)E-S-QUALA social influence model of consumer participation in network- and small-group-based virtual communities (2004)A social influence model of c…E‐service quality: a model of virtual service quality dimensions (2003)E‐service quality: a model of…A conceptual model of perceived customer value in e‐commerce: A preliminary investigation (2003)A conceptual model of perceiv…Systematic combining: an abductive approach to case research (2002)Systematic combining: an abdu…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology (2001)What Trust Means in E-Commerc…Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology. (2001)Experiential value: conceptua…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Net gain: Expanding markets through virtual communities (1999)Net gain: Expanding markets t…Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Consumer evaluations of new t…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Building self-brand connections: Exploring brand stories through a transmedia perspective (2015)Building self-brand connectio…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. 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(1990)Measuring Service Quality: A Reexamination and Extension (1992)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)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)An Updated and Streamlined Technology Readiness Index (2014)Alternative Ways of Assessing Model Fit (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)Examining the Relationship Between Reviews and Sales: The Role of Reviewer Identity Disclosure in Electronic Markets (2008)Popularity of Brand Posts on Brand Fan Pages: An Investigation of the Effects of Social Media Marketing (2012)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Economic Action and Social Structure: The Problem of Embeddedness (1985)Developing and Validating Trust Measures for e-Commerce: An Integrative Typology (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)An assessment of value creation in mobile service delivery and the moderating role of time consciousness (2006)Extending the two-stage information systems continuance model: incorporating UTAUT predictors and the role of context (2011)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)Satisfaction: a behavioral perspective on the consumer (2010)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)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 2002Systematic combining: an abductive approach to case research4,931 cited
  • 2004E-S-QUAL3,962 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2001What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology2,278 cited
  • 2004A social influence model of consumer participation in network- and small-group-based virtual communities2,242 cited
  • 2001Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology.2,165 cited
  • 2008Service logic revisited: who creates value? And who co‐creates?1,844 cited
  • 2005Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies1,740 cited
  • 1999Net gain: Expanding markets through virtual communities1,673 cited
  • 1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,628 cited
  • 2003E‐service quality: a model of virtual service quality dimensions1,500 cited

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  • 2011Service Management and Marketing1,414 cited
  • 2006Antecedents and purchase consequences of customer participation in small group brand communities1,327 cited
  • 2003A conceptual model of perceived customer value in e‐commerce: A preliminary investigation1,073 cited
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    • 2015Building self-brand connections: Exploring brand stories through a transmedia perspective107 cited