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Satisfying and Retaining Customers through Independent Service Representatives
16 references·11 citing·38 second hop
Satisfying and Retaining Customers through Independent Service Representatives (2004)Satisfying and Retaining Customers throug…Satisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…Supply Chain Logistics Management (2002)Supply Chain Logistics Manage…The job satisfaction-job performance relationship: A qualitative and quantitative review. (2001)The job satisfaction-job perf…Time Flies When You’re Having Fun: Cognitive Absorption and Beliefs About Information Technology Usage1 (2000)Time Flies When You’re Having…Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn (2000)Service Quality, Profitabilit…Modern Methods for Business Research (1998)Modern Methods for Business R…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Agency Theory: An Assessment and Review (1989)Agency Theory: An Assessment …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…Designing an integrated decision support system to link supply chain processes performance with time to market (2021)Designing an integrated decis…Supplier and Customer Involvement in New Product Development Stages: Implications for New Product Innovation Outcomes (2018)Supplier and Customer Involve…Understanding the relationship between frontline employee boreout and customer orientation (2016)Understanding the relationshi…The Performance Advantages for SMEs of Product Innovation and Marketing Resource–Capability Complementarity in Emerging Economies (2015)The Performance Advantages fo…When do they care to share? How manufacturers make contracted service partners share knowledge (2014)When do they care to share? H…Green is good but is usability better? Consumer reactions to environmental initiatives in e-banking services (2014)Green is good but is usabilit…Offshore outsourcing of customer services – boon or bane? (2012)Offshore outsourcing of custo…Antecedents of Sustainable Management Support for IT-Related Initiatives (2012)Antecedents of Sustainable Ma…Generating Trust and Satisfaction in E-Services: The Impact of Usability on Consumer Behavior (2010)Generating Trust and Satisfac…Multichannels Strategy Implementation: The Role of Channel Alignment Capabilities* (2009)Multichannels Strategy Implem…Exploring customer reactions to offshore call centers: toward a comprehensive conceptual framework (2009)Exploring customer reactions …Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Self-Efficacy: The Exercise of Control (1999)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Intrinsic Motivation and Self-Determination in Human Behavior (1985)Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. (2002)Self‐determination theory and work motivation (2005)Job Engagement: Antecedents and Effects on Job Performance (2010)Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)Prospect Theory: An Analysis of Decision under Risk (1979)STRATEGY IN EMERGING ECONOMIES. (2000)Modes of Network Governance: Structure, Management, and Effectiveness (2007)Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy (2023)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)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Response Rate and Response Quality of Internet-Based Surveys: An Experimental Study (2004)Introduction (2007)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)An assessment of survey research in POM: from constructs to theory (1998)Comparing Response Rates from Web and Mail Surveys: A Meta-Analysis (2008)
this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1989Agency Theory: An Assessment and Review13,327 cited
  • 1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1977Estimating Nonresponse Bias in Mail Surveys10,334 cited
  • 1998Modern Methods for Business Research6,534 cited
  • 2001The job satisfaction-job performance relationship: A qualitative and quantitative review.4,753 cited
  • 2000Time Flies When You’re Having Fun: Cognitive Absorption and Beliefs About Information Technology Usage14,725 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
  • 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
  • 2004

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Services Marketing: Integrating Customer Focus Across the Firm
1,781 cited
  • 2002Supply Chain Logistics Management1,558 cited
  • Cited by

    • 2015The Performance Advantages for SMEs of Product Innovation and Marketing Resource–Capability Complementarity in Emerging Economies97 cited
    • 2016Understanding the relationship between frontline employee boreout and customer orientation65 cited
    • 2009Multichannels Strategy Implementation: The Role of Channel Alignment Capabilities*39 cited
    • 2021Designing an integrated decision support system to link supply chain processes performance with time to market35 cited
    • 2009Exploring customer reactions to offshore call centers: toward a comprehensive conceptual framework35 cited
    • 2012Offshore outsourcing of customer services – boon or bane?34 cited
    • 2018Supplier and Customer Involvement in New Product Development Stages: Implications for New Product Innovation Outcomes32 cited
    • 2014When do they care to share? How manufacturers make contracted service partners share knowledge29 cited
    • 2010Generating Trust and Satisfaction in E-Services: The Impact of Usability on Consumer Behavior25 cited
    • 2014Green is good but is usability better? Consumer reactions to environmental initiatives in e-banking services22 cited
    • 2012Antecedents of Sustainable Management Support for IT-Related Initiatives19 cited