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Importance of CEM in CRM-CL framework
16 references·0 citing·36 second hop
Importance of CEM in CRM-CL framework (2016)Importance of CEM in CRM-CL frameworkThe 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?The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Consumers and Their Brands: D…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …The measurement and antecedents of affective, continuance and normative commitment to the organization (1990)The measurement and anteceden…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)The Experiential Aspects of C…Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Hedonic Consumption: Emerging…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Belief, Attitude, Intention a…The Social Psychology of Groups (1959)The Social Psychology of Grou…Possessions and the Extended Self (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)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)Understanding Customer Experience Throughout the Customer Journey (2016)“Cloze Procedure”: A New Tool for Measuring Readability (1953)Conflict, arousal, and curiosity. (1960)Book Review: The Theory of Buyer Behavior (1971)Consumer perceived value: The development of a multiple item scale (2001)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advances in Consumer Research (2025)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Developing Buyer-Seller Relationships (1987)Basics of Qualitative Research (1992)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)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Organizational commitment, job satisfaction, and turnover among psychiatric technicians. (1974)The measurement of organizational commitment (1979)Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover. (1984)A three-component conceptualization of organizational commitment (1991)Justice at the millenium: A meta-analytic review of 25 years of organizational justice research. (2001)Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences (2002)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)The theory of planned behavior (1991)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)
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References

  • 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing23,031 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 1996The Behavioral Consequences of Service Quality12,400 cited
  • 1990The measurement and antecedents of affective, continuance and normative commitment to the organization11,924 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1999Whence Consumer Loyalty?10,801 cited
  • 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun8,358 cited
  • 1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research7,650 cited
  • 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty7,033 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,761 cited
  • 1959The Social Psychology of Groups5,935 cited
  • 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,649 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,900 cited
  • 1996

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The American Customer Satisfaction Index: Nature, Purpose, and Findings
4,829 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
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