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The Impact of Critical Incidents on Customer Satisfaction in Business-to-Business Relationships
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The Impact of Critical Incidents on Customer Satisfaction in Business-to-Business Relationships (2001)The Impact of Critical Incidents on Custo…Critical Incident Technique (2007)Critical Incident TechniqueMarketing management: analysis. planning. implementation and control (2000)Marketing management: analysi…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 …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…LISREL 7 : user's reference guide (1989)LISREL 7 : user's reference g…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Prospect theory: An analysis of decision under risk (1988)Prospect theory: An analysis …Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Attribution: Perceiving the Causes of Behavior (1987)Attribution: Perceiving the C…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect Theory: An Analysis …The critical incident technique. (1954)The critical incident techniq…Markets and Hierarchies: Analysis and Antitrust Implications. (1976)Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)The Commitment-Trust Theory of Relationship Marketing (1994)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Exchange and Power in Social Life (2017)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)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 Behavioral Consequences of Service Quality (1996)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)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Risk, Ambiguity, and the Savage Axioms (1961)Judgment under Uncertainty: Heuristics and Biases (1975)The Framing of Decisions and the Psychology of Choice (1981)Exploration and Exploitation in Organizational Learning (1991)Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance (2007)Theory of games and economic behavior (2019)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Evolving to a New Dominant Logic for Marketing (2003)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)PLS-SEM: Indeed a Silver Bullet (2011)lavaan : An R Package for Structural Equation Modeling (2012)Disrupted Routines: Team Learning and New Technology Implementation in Hospitals (2001)What Kind of Citizen? The Politics of Educating for Democracy (2004)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)Advances in prospect theory: Cumulative representation of uncertainty (1992)
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References

  • 1979Prospect Theory: An Analysis of Decision under Risk48,459 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1988Prospect theory: An analysis of decision under risk32,475 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1954The critical incident technique.8,184 cited
  • 1989LISREL 7 : user's reference guide6,783 cited
  • 2000Marketing management: analysis. planning. implementation and control6,649 cited
  • 2007Critical Incident Technique5,287 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1987Attribution: Perceiving the Causes of Behavior3,713 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited

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  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
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