this work references cited by second hopReferences
- 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
- 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
- 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
- 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
- 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
- 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
- 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
- 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
- 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
- 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
- 1989A Critical review of consumer satisfaction1,522 cited
- 1990The profitable art of service recovery.1,447 cited
- 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
- 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work