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Customer attribution of service failure and its impact in social commerce environment
16 references·1 citing·50 second hop
Customer attribution of service failure and its impact in social commerce environment (2014)Customer attribution of service failure a…Judgment under Uncertainty (2017)Judgment under UncertaintyFrom e-commerce to social commerce: A close look at design features (2012)From e-commerce to social com…Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites (2011)Determinants of consumer enga…eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)eWOM: The impact of customer-…Competition in two-sided markets (2006)Competition in two-sided mark…A Theoretical Integration of User Satisfaction and Technology Acceptance (2005)A Theoretical Integration of …Customer repurchase intention (2003)Customer repurchase intentionIssues and opinion on structural equation modeling (1998)Issues and opinion on structu…Customer Satisfaction and Word of Mouth (1998)Customer Satisfaction and Wor…Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Consumers and Their Brands: D…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Attribution of success and failure revisited, or: The motivational bias is alive and well in attribution theory (1979)Attribution of success and fa…The Psychology of Interpersonal Relations. (1958)The Psychology of Interperson…Predicting user behavior on s-commerce platforms: a novel model (2024)Predicting user behavior on s…The Principles of Psychology (1891)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)Handbook of Positive Psychology (2001)The Concept of Mind (2006)Principles Of Gestalt Psychology (2013)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)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. 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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1958The Psychology of Interpersonal Relations.11,823 cited
  • 1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research7,540 cited
  • 1998Issues and opinion on structural equation modeling4,577 cited
  • 2006Competition in two-sided markets3,379 cited
  • 2005A Theoretical Integration of User Satisfaction and Technology Acceptance2,834 cited
  • 1998Customer Satisfaction and Word of Mouth2,105 cited
  • 2011Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites2,057 cited
  • 2017Judgment under Uncertainty1,843 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 2003Customer repurchase intention1,602 cited
  • 1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
  • 1979Attribution of success and failure revisited, or: The motivational bias is alive and well in attribution theory1,136 cited
  • 2012From e-commerce to social commerce: A close look at design features

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1,095 cited
  • 2006eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty1,077 cited
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    • 2024Predicting user behavior on s-commerce platforms: a novel model7 cited