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Online service failure and propensity to suspend offline consumption
16 references·3 citing·42 second hop
Online service failure and propensity to suspend offline consumption (2014)Online service failure and propensity to …The Service Profit Chain (2010)The Service Profit ChainCustomer betrayal and retaliation: when your best customers become your worst enemies (2007)Customer betrayal and retalia…The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)The four levels of loyalty an…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology. (2001)Experiential value: conceptua…Personal characteristics as moderators of the relationship between customer satisfaction and loyalty?an empirical analysis (2000)Personal characteristics as m…Marketing Research: An Applied Approach (2000)Marketing Research: An Applie…Predictors of online buying behavior (1999)Predictors of online buying b…Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Consumer evaluations of new t…Price Perceptions and Consumer Shopping Behavior: A Field Study (1993)Price Perceptions and Consume…An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…External Search Effort: An Investigation Across Several Product Categories (1987)External Search Effort: An In…Designing services that deliver (1984)Designing services that deliv…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…A Two-Dimensional Concept of Brand Loyalty (1976)A Two-Dimensional Concept of …Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Exit, Voice and Loyalty: Resp…Examining the Impact of E-Commerce Growth on the Spatial Distribution of Fashion and Beauty Stores in Seoul (2021)Examining the Impact of E-Com…How to Include Omnichannel Services in Land-Use Policy? (2020)How to Include Omnichannel Se…Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry (2018)Multichannel service failure …Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. 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this work references cited by second hop

References

  • 1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2000Marketing Research: An Applied Approach2,660 cited
  • 2001Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology.2,165 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1993Price Perceptions and Consumer Shopping Behavior: A Field Study1,774 cited
  • 1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,628 cited
  • 2004The four levels of loyalty and the pivotal role of trust: a study of online service dynamics1,424 cited
  • 1987External Search Effort: An Investigation Across Several Product Categories1,302 cited
  • 1984Designing services that deliver1,272 cited
  • 2000Personal characteristics as moderators of the relationship between customer satisfaction and loyalty?an empirical analysis1,179 cited
  • 1976A Two-Dimensional Concept of Brand Loyalty1,140 cited
  • 2010The Service Profit Chain

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1,034 cited
  • 1999Predictors of online buying behavior854 cited
  • 2007Customer betrayal and retaliation: when your best customers become your worst enemies808 cited
  • Cited by

    • 2018Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry43 cited
    • 2021Examining the Impact of E-Commerce Growth on the Spatial Distribution of Fashion and Beauty Stores in Seoul24 cited
    • 2020How to Include Omnichannel Services in Land-Use Policy?7 cited