References

• 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
• 2011PLS-SEM: Indeed a Silver Bullet21,614 cited
• 1996The Behavioral Consequences of Service Quality11,994 cited
• 2004E-S-QUAL3,962 cited
• 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations3,813 cited
• 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
• 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
• 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
• 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations1,895 cited
• 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
• 1991Understanding Customer Expectations of Service1,403 cited
• 1995Measuring customer‐based brand equity1,388 cited
• 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts