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A Comparative Study on the Determinants of Customer Satisfaction, Revisit Intention and Word-of-mouth between STARBUCKS and DAVINCI: Focusing on the Transformative SERVQUAL
11 references·0 citing·37 second hop
A Comparative Study on the Determinants of Customer Satisfaction, Revisit Intention and Word-of-mouth between STARBUCKS and DAVINCI: Focusing on the Transformative SERVQUAL (2011)A Comparative Study on the Determinants o…An Empirical Study of Servqual's Dimensionality (1998)An Empirical Study of Servqua…Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…Modelling the relationships between process quality errors and overall service process performance (1995)Modelling the relationships b…The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions (1993)The effects of perceived just…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …The profitable art of service recovery. (1990)The profitable art of service…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance (1973)Consumer Dissatisfaction: The…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)A Theory of Cognitive Dissonance (1957)Social Judgment: Assimilation and Contrast Effects in Communication and Attitude Change (1981)The Antecedents and Consequences of Customer Satisfaction for Firms (1993)A Theory of Cognitive Dissonance (2017)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)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)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)A Coefficient of Agreement for Nominal Scales (1960)Customer Loyalty in E-Commerce (2002)A review of twenty years of SERVQUAL research (2009)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Quality, satisfaction and behavioral intentions (2000)
this work references cited by second hop

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
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance1,075 cited
  • 1993The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions624 cited
  • 1998An Empirical Study of Servqual's Dimensionality222 cited
  • 1995Modelling the relationships between process quality errors and overall service process performance52 cited

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