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La relation entre la perception de la qualité et la fidélité
16 references·0 citing·41 second hop
La relation entre la perception de la qualité et la fidélité (2008)La relation entre la perception de la qua…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)The Chain of Effects from Bra…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)An Examination of the Nature …The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …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 …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Coefficient Alpha and the Internal Structure of Tests (1951)Coefficient Alpha and the Int…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)The critical incident technique. (1954)Handbook of Industrial and Organizational Psychology. (1977)The Effect of a Market Orientation on Business Profitability (1990)\nThe use of partial least squares path modeling in international marketing (2009)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Whence Consumer Loyalty? (1999)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advances in Consumer Research (2025)The Market for "Lemons": Quality Uncertainty and the Market Mechanism (1970)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Estimating Nonresponse Bias in Mail Surveys (1977)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Some antecedents and outcomes of brand love (2006)Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 (2009)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Theory of the Estimation of Test Reliability (1937)Measurement and prediction (1950)Theory of Mental Tests (1950)Intraclass correlations: Uses in assessing rater reliability. (1979)The Pittsburgh sleep quality index: A new instrument for psychiatric practice and research (1989)The theory of planned behavior (1991)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)
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References

  • 1951Coefficient Alpha and the Internal Structure of Tests45,148 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing23,031 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,591 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty7,033 cited
  • 1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,837 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,044 cited
  • 1999Whence Consumer Loyalty?4,891 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,666 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations

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3,871 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,328 cited
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