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The interplay of cognitions and emotions in building services customers retention
16 references·2 citing·37 second hop
The interplay of cognitions and emotions in building services customers retention (2004)The interplay of cognitions and emotions …Academy of Management Journal (2013)Academy of Management JournalSatisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)Work and/or Fun: Measuring He…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Social cognition, 2nd ed. (1991)Social cognition, 2nd ed.Effects of Price, Brand, and Store Information on Buyers' Product Evaluations (1991)Effects of Price, Brand, and …A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…An attributional theory of achievement motivation and emotion. (1985)An attributional theory of ac…Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states. (1983)Mood, misattribution, and jud…A circumplex model of affect. (1980)A circumplex model of affect.A theory of motivation for some classroom experiences. (1979)A theory of motivation for so…Book Review: The Theory of Buyer Behavior (1971)Book Review: The Theory of Bu…Workplace micro-aggressions and affective consequences: the moderating role of emotional contagion (2025)Workplace micro-aggressions a…How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study (2003)How emotions mediate the effe…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)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Understanding Customer Experience Throughout the Customer Journey (2016)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)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)Advances in Consumer Research (2025)The Psychology of Interpersonal Relations. (1958)Generalized expectancies for internal versus external control of reinforcement. (1966)The Evolution of Reciprocal Altruism (1971)Emotional Intelligence (1990)Expectancy–Value Theory of Achievement Motivation (2000)Motivational Beliefs, Values, and Goals (2002)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Comparative fit indexes in structural models. (1990)Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 (2009)The Structure of Psychological Well-Being. (1970)Availability: A heuristic for judging frequency and probability (1973)Affect, accessibility of material in memory, and behavior: A cognitive loop? (1978)Subjective Well-Being (1984)Happiness is everything, or is it? Explorations on the meaning of psychological well-being. (1989)The Emerging Field of Emotion Regulation: An Integrative Review (1998)The Principles of Psychology (1891)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Measuring emotion: The self-assessment manikin and the semantic differential (1994)THE PSYCHOLOGY OF PERSONAL CONSTRUCTS (2010)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Market Orientation: Antecedents and Consequences (1993)MODES OF THEORIZING IN STRATEGIC HUMAN RESOURCE MANAGEMENT: TESTS OF UNIVERSALISTIC, CONTINGENCY, AND CONFIGURATIONS. PERFORMANCE PREDICTIONS. (1996)WHY COMPANIES GO GREEN: A MODEL OF ECOLOGICAL RESPONSIVENESS. (2000)Corporate Social Responsibility: A Theory of the Firm Perspective (2001)
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References

  • 1980A circumplex model of affect.17,317 cited
  • 1996The Behavioral Consequences of Service Quality12,400 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1985An attributional theory of achievement motivation and emotion.8,747 cited
  • 1994Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value6,090 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,044 cited
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  • 1983Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states.5,127 cited
  • 2013Academy of Management Journal5,028 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,328 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,176 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,951 cited
  • 1971Book Review: The Theory of Buyer Behavior2,801 cited
  • 1979

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A theory of motivation for some classroom experiences.
2,547 cited
  • 1991Social cognition, 2nd ed.2,341 cited
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    • 2003How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study685 cited
    • 2025Workplace micro-aggressions and affective consequences: the moderating role of emotional contagion14 cited