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Make a customer, not a sale: Tourist satisfaction in Hong Kong
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Make a customer, not a sale: Tourist satisfaction in Hong Kong (2016)Make a customer, not a sale: Tourist sati…Likert scales, levels of measurement and the “laws” of statistics (2010)Likert scales, levels of meas…An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)An examination of the effects…Quality, satisfaction and behavioral intentions (2000)Quality, satisfaction and beh…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Models of Consumer Satisfaction Formation: An Extension (1988)Models of Consumer Satisfacti…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…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…Importance-Performance Analysis (1977)Importance-Performance Analys…Book Review: The Theory of Buyer Behavior (1971)Book Review: The Theory of Bu…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Whence Consumer Loyalty? (1999)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advances in Consumer Research (2025)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)A Theory of the Allocation of Time (1965)The Effect of a Market Orientation on Business Profitability (1990)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)A Coefficient of Agreement for Nominal Scales (1960)Weighted kappa: Nominal scale agreement provision for scaled disagreement or partial credit. (1968)The Equivalence of Weighted Kappa and the Intraclass Correlation Coefficient as Measures of Reliability (1973)Analyzing and Interpreting Data From Likert-Type Scales (2013)How to analyze Likert and other rating scale data (2015)AI Tools in Society: Impacts on Cognitive Offloading and the Future of Critical Thinking (2025)Significance tests and goodness of fit in the analysis of covariance structures. (1980)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)Gain more insight from your PLS-SEM results (2016)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence19,034 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 2010Likert scales, levels of measurement and the “laws” of statistics5,042 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,829 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,572 cited
  • 1977Importance-Performance Analysis4,463 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction3,441 cited
  • 2003An examination of the effects of motivation and satisfaction on destination loyalty: a structural model3,379 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,257 cited
  • 1971Book Review: The Theory of Buyer Behavior2,801 cited
  • 2000Quality, satisfaction and behavioral intentions2,784 cited
  • 1988

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Models of Consumer Satisfaction Formation: An Extension
2,252 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
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