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Factors influencing customers' assessments of service quality and their invocation of a service warranty
16 references·0 citing·34 second hop
Factors influencing customers' assessments of service quality and their invocation of a service warranty (1995)Factors influencing customers' assessment…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience (1991)Perceived Control and the Eff…A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)A Longitudinal Analysis of th…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…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…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…The Informational Role of Warranties and Private Disclosure about Product Quality (1981)The Informational Role of War…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…The Market for "Lemons": Quality Uncertainty and the Market Mechanism (1970)The Market for "Lemons": Qual…Information and Consumer Behavior (1970)Information and Consumer Beha…Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)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. (1979)Developing Buyer-Seller Relationships (1987)A Paradigm for Developing Better Measures of Marketing Constructs (1979)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Electronic word-of-mouth in hospitality and tourism management (2007)Advances in Consumer Research (2025)Voluntary disclosure with a strategic opponent (1990)Investor psychology in capital markets: evidence and policy implications (2002)The Economics of Privacy (2016)Corporate Social Responsibility: A Theory of the Firm Perspective (2001)The Evolution of Cooperation (1981)Corporate financing and investment decisions when firms have information that investors do not have (1984)The Resource-Based Theory of Competitive Advantage: Implications for Strategy Formulation (1991)Customer satisfaction and loyalty in online and offline environments (2003)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)
this work references cited by second hop

References

  • 1970The Market for "Lemons": Quality Uncertainty and the Market Mechanism22,977 cited
  • 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
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1970Information and Consumer Behavior5,796 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1981The Informational Role of Warranties and Private Disclosure about Product Quality2,491 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 1988Response Determinants in Satisfaction Judgments1,685 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
  • 1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
  • 1991

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Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience
1,229 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
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