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The antecedents of complaint behaviour for B razilian and F rench consumers of services
16 references·5 citing·32 second hop
The antecedents of complaint behaviour for B razilian and F rench consumers of services (2012)The antecedents of complaint behaviour fo…Principles and Practice of Structural Equation Modeling (2012)Principles and Practice of St…Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent (2002)Modeling customer perceptions…Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Customer Satisfaction: A Meta…The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…Principles and Practice of Structural Equation Modeling (1998)Principles and Practice of St…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Cultures and Organizations: Software of the Mind. (1993)Cultures and Organizations: S…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…Culture's Consequences: International Differences in Work-Related Values. (1983)Culture's Consequences: Inter…Representing and Testing Organizational Theories: A Holistic Construal (1982)Representing and Testing Orga…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Culture's Consequences: International Differences in Work-Related Values (1981)Culture's Consequences: Inter…Beliefs, Attitudes and Values: A Theory of Organization and Change (1972)Beliefs, Attitudes and Values…The Effect of Cognitive Dissonance Theory and Brand Loyalty on Consumer Complaint Behaviors: A Cross-Cultural Study (2023)The Effect of Cognitive Disso…Online service failure: how consumers from emerging countries react and complain (2022)Online service failure: how c…The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region (2018)The impact of cultural dimens…Interaction of intercultural service encounters (2017)Interaction of intercultural …The Moderating Role of Age in Customer Loyalty Formation Process (2016)The Moderating Role of Age in…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)Measuring Service Quality: A Reexamination and Extension (1992)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)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)A Service‐Orientated Approach to Marketing of Services (1978)The Nature and Determinants of Customer Expectations of Service (1993)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)Multidimensional Assessment of Emotion Regulation and Dysregulation: Development, Factor Structure, and Initial Validation of the Difficulties in Emotion Regulation Scale (2003)Structural Equation Modelling: Guidelines for Determining Model Fit (2008)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Universals in the Content and Structure of Values: Theoretical Advances and Empirical Tests in 20 Countries (1992)Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences (2002)The weirdest people in the world? (2010)POSITIVE PSYCHOLOGICAL CAPITAL: MEASUREMENT AND RELATIONSHIP WITH PERFORMANCE AND SATISFACTION (2007)Measurement invariance conventions and reporting: The state of the art and future directions for psychological research (2016)Assessing measurement model quality in PLS-SEM using confirmatory composite analysis (2019)Dimensionalizing Cultures: The Hofstede Model in Context (2011)Conservation of Resources in the Organizational Context: The Reality of Resources and Their Consequences (2017)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2012Principles and Practice of Structural Equation Modeling38,893 cited
  • 1998Principles and Practice of Structural Equation Modeling36,041 cited
  • 1981Culture's Consequences: International Differences in Work-Related Values20,532 cited
  • 1993Cultures and Organizations: Software of the Mind.17,690 cited
  • 1983Culture's Consequences: International Differences in Work-Related Values.15,062 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1982Representing and Testing Organizational Theories: A Holistic Construal2,062 cited
  • 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,000 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
  • 1972Beliefs, Attitudes and Values: A Theory of Organization and Change1,386 cited
  • 1988

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Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues
1,041 cited
  • 2002Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent976 cited
  • Cited by

    • 2022Online service failure: how consumers from emerging countries react and complain28 cited
    • 2023The Effect of Cognitive Dissonance Theory and Brand Loyalty on Consumer Complaint Behaviors: A Cross-Cultural Study25 cited
    • 2018The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region24 cited
    • 2016The Moderating Role of Age in Customer Loyalty Formation Process24 cited
    • 2017Interaction of intercultural service encounters19 cited