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Customer Satisfaction and Links to Customer Profitability: An Empirical Examination of the Association Between Attitudes and Behavior
16 references·5 citing·42 second hop
Customer Satisfaction and Links to Customer Profitability: An Empirical Examination of the Association Between Attitudes and Behavior (1999)Customer Satisfaction and Links to Custom…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Consumers and Their Brands: D…Market Segmentation: Conceptual and Methodological Foundations (1997)Market Segmentation: Conceptu…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectReturn on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions (1994)An assessment of the relation…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…The Changing Role of Marketing in the Corporation (1992)The Changing Role of Marketin…The balanced scorecard : measures that drive performance (1992)The balanced scorecard : meas…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…Zero defections: quality comes to services. (1990)Zero defections: quality come…The Effect of a Market Orientation on Business Profitability (1990)The Effect of a Market Orient…Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Market Orientation: The Const…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…Reliability: A Review of Psychometric Basics and Recent Marketing Practices (1979)Reliability: A Review of Psyc…Antecedents And Consequences of User Satisfaction in Startup Application as Digital Entrepreneurship in Indonesia (2021)Antecedents And Consequences …Service quality and store atmosphere on customer satisfaction and repurchase intention (2020)Service quality and store atm…Determinants of satisfaction amongst tenants of UK offices (2016)Determinants of satisfaction …Revisited The Importance and Performance Analysis (IPA) and Kano Model for Customer Satisfaction Measurement (2012)Revisited The Importance and …Customer satisfaction, loyalty, and repurchase: Meta-analytical review, and theoretical and empirical evidence of loyalty and repurchase differences. (2011)Customer satisfaction, loyalt…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)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)Organizational Strategy, Structure, and Process (1978)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)The Capabilities of Market-Driven Organizations (1994)Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination (1998)Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)Dimensions of Consumer Expertise (1987)Organizational culture and leadership (1993)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)The Field behind the Screen: Using Netnography for Marketing Research in Online Communities (2002)The Nature of the Firm (1937)Research in Organizational Behavior (1984)The Resource-Based Theory of Competitive Advantage: Implications for Strategy Formulation (1991)Developing relationships in business networks (1995)The Comparative Advantage Theory of Competition (1995)Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)A circumplex model of affect. (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Quality, satisfaction and behavioral intentions (2000)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)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)The Commitment-Trust Theory of Relationship Marketing (1994)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Electronic word-of-mouth in hospitality and tourism management (2007)Advances in Consumer Research (2025)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Understanding Customer Experience Throughout the Customer Journey (2016)Performance measurement system design (1995)THE IMPACT OF HUMAN RESOURCE MANAGEMENT ON ORGANIZATIONAL PERFORMANCE: PROGRESS AND PROSPECTS. (1996)Clarifying Business Models: Origins, Present, and Future of the Concept (2005)
this work references cited by second hop

References

  • 1992The balanced scorecard : measures that drive performance12,082 cited
  • 1990The Effect of a Market Orientation on Business Profitability7,973 cited
  • 1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research7,540 cited
  • 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications7,320 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1992The Changing Role of Marketing in the Corporation2,773 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
  • 1997Market Segmentation: Conceptual and Methodological Foundations1,866 cited

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1995
Return on Quality (ROQ): Making Service Quality Financially Accountable
1,638 cited
  • 1979Reliability: A Review of Psychometric Basics and Recent Marketing Practices1,592 cited
  • Cited by

    • 2020Service quality and store atmosphere on customer satisfaction and repurchase intention32 cited
    • 2016Determinants of satisfaction amongst tenants of UK offices32 cited
    • 2011Customer satisfaction, loyalty, and repurchase: Meta-analytical review, and theoretical and empirical evidence of loyalty and repurchase differences.22 cited
    • 2012Revisited The Importance and Performance Analysis (IPA) and Kano Model for Customer Satisfaction Measurement7 cited
    • 2021Antecedents And Consequences of User Satisfaction in Startup Application as Digital Entrepreneurship in Indonesia6 cited