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Cited by

• 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1999Whence Consumer Loyalty?7,319 cited
• 2003E‐satisfaction and e‐loyalty: A contingency framework2,306 cited
• 1993Customer satisfaction, customer retention, and market share2,151 cited
• 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
• 2001Brand trust in the context of consumer loyalty1,340 cited
• 1997The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development1,340 cited
• 1998On the relationship between store image, store satisfaction and store loyalty1,157 cited
• 2001Corporate image and corporate reputation in customers’ retention decisions in services1,072 cited
• 1995The complex relationship between consumer satisfaction and brand loyalty1,064 cited
• 2001Repeaters' behavior at two distinct destinations856 cited
• 1992A Catastrophe Model for Developing Service Satisfaction Strategies812 cited
• 1999Linking perceived service quality and service loyalty: a multi‐dimensional perspective767 cited