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Service Quality, Corporate Brand Image, and Switching Behavior: The Mediating Role of Customer Satisfaction and Repurchase Intention

16 references·16 citing·35 second hopsampled

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990WHAT'S IN A NAME? REPUTATION BUILDING AND CORPORATE STRATEGY.5,424 cited
1993Handbook of industrial and organizational psychology5,339 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited

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1995

Customer Switching Behavior in Service Industries: An Exploratory Study

2,903 cited

1993Customer satisfaction, customer retention, and market share2,151 cited

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