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An empirical investigation of customer intentions influenced by service quality using the mediation of emotional and cognitive responses
16 references·8 citing·31 second hop
An empirical investigation of customer intentions influenced by service quality using the mediation of emotional and cognitive responses (2017)An empirical investigation of customer in…The Effect of Word of Mouth on Sales: Online Book Reviews (2006)The Effect of Word of Mouth o…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Nature and Operation of Attitudes (2001)Nature and Operation of Attit…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …The theory of planned behavior (1991)The theory of planned behaviorRefinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)User Acceptance of Computer T…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…The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)The Experiential Aspects of C…Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)Structural Equation Models wi…Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)Structural Equation Models wi…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Attitude-behavior relations: A theoretical analysis and review of empirical research. (1977)Attitude-behavior relations: …Profit over principles: unveiling the motivating factors behind dark patterns in e-commerce through the lens of agency theory (2025)Profit over principles: unvei…The influence of employees’ work-related use of social media on their service innovation behavior: the SOR paradigm (2024)The influence of employees’ w…The S-O-R paradigm in explaining enterprise social network (ESN) discontinuous usage intention (2023)The S-O-R paradigm in explain…Consumer Intentions to Switch On-Demand Food Delivery Platforms: A Perspective from Push-Pull-Mooring Theory (2023)Consumer Intentions to Switch…Linking organizational members' social-related use of enterprise social media (ESM) to their fashion behaviors: the social learning and stimulus-organism-response theories (2021)Linking organizational member…How narrative transportation in movies affects audiences’ positive word-of-mouth: The mediating role of emotion (2021)How narrative transportation …To switch or not to switch: the role of tourists’ psychological engagement in the context of Airbnb Malaysia (2020)To switch or not to switch: t…Disclosing the bright side of SNs in the workplace (2019)Disclosing the bright side of…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Application of confirmatory factor analysis to the study of self-concept: First- and higher order factor models and their invariance across groups. (1985)A Practical Guide To Factorial Validity Using PLS-Graph: Tutorial And Annotated Example (2005)PLS-SEM: Indeed a Silver Bullet (2011)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)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)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Understanding Attitudes and Predicting Social Behavior (1980)Self-efficacy mechanism in human agency. (1982)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)User Acceptance of Information Technology: Toward A Unified View1 (2003)Coefficient Alpha and the Internal Structure of Tests (1951)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Self-Reports in Organizational Research: Problems and Prospects (1986)Structural Equations with Latent Variables. (1991)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Common Method Bias in PLS-SEM (2015)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 1991The theory of planned behavior90,729 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models25,696 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 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 Decisions14,475 cited
  • 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics13,274 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics9,798 cited
  • 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun8,274 cited
  • 1977Attitude-behavior relations: A theoretical analysis and review of empirical research.7,609 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
  • 2006The Effect of Word of Mouth on Sales: Online Book Reviews

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5,993 cited
  • 2001Nature and Operation of Attitudes4,310 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • Cited by

    • 2020To switch or not to switch: the role of tourists’ psychological engagement in the context of Airbnb Malaysia33 cited
    • 2019Disclosing the bright side of SNs in the workplace31 cited
    • 2021How narrative transportation in movies affects audiences’ positive word-of-mouth: The mediating role of emotion24 cited
    • 2021Linking organizational members' social-related use of enterprise social media (ESM) to their fashion behaviors: the social learning and stimulus-organism-response theories20 cited
    • 2023The S-O-R paradigm in explaining enterprise social network (ESN) discontinuous usage intention13 cited
    • 2024The influence of employees’ work-related use of social media on their service innovation behavior: the SOR paradigm13 cited
    • 2025Profit over principles: unveiling the motivating factors behind dark patterns in e-commerce through the lens of agency theory11 cited
    • 2023Consumer Intentions to Switch On-Demand Food Delivery Platforms: A Perspective from Push-Pull-Mooring Theory9 cited