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Retail service excellence: antecedents and consequences
16 references·3 citing·42 second hop
Retail service excellence: antecedents and consequences (2018)Retail service excellence: antecedents an…Customer Engagement (2011)Customer EngagementBrand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Brand Experience: What Is It?…Some antecedents and outcomes of brand love (2006)Some antecedents and outcomes…Competing through service: Insights from service-dominant logic (2006)Competing through service: In…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…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectThe Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A triangular theory of love. (1986)A triangular theory of love.An attributional theory of achievement motivation and emotion. (1985)An attributional theory of ac…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry (2021)Self-Service Technologies (SS…Delight and Commitment—Revisiting the Satisfaction-Loyalty Link (2021)Delight and Commitment—Revisi…Innovation starts at the storefront (2019)Innovation starts at the stor…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Generalized expectancies for internal versus external control of reinforcement. (1966)Psychological stress and the coping process (1966)Learned helplessness in humans: Critique and reformulation. (1978)Emotional Intelligence (1990)Expectancy–Value Theory of Achievement Motivation (2000)Motivational Beliefs, Values, and Goals (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)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)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The theory of planned behavior (1991)Self-Efficacy: The Exercise of Control (1999)Perceived Behavioral Control, Self‐Efficacy, Locus of Control, and the Theory of Planned Behavior 1 (2002)Reflections on Past Behavior: A Self‐Report Index of Habit Strength 1 (2003)Warmth and Competence as Universal Dimensions of Social Perception: The Stereotype Content Model and the BIAS Map (2008)Comparative fit indexes in structural models. (1990)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Understanding Customer Experience Throughout the Customer Journey (2016)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)
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References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 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
  • 1985An attributional theory of achievement motivation and emotion.7,833 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 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
  • 2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?4,414 cited
  • 2001Nature and Operation of Attitudes4,310 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 2011Customer Engagement3,657 cited
  • 1986A triangular theory of love.2,611 cited
  • 2006Some antecedents and outcomes of brand love2,282 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1996A measure of service quality for retail stores: Scale development and validation

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1,921 cited
  • 2006Competing through service: Insights from service-dominant logic1,704 cited
  • Cited by

    • 2021Delight and Commitment—Revisiting the Satisfaction-Loyalty Link30 cited
    • 2021Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry28 cited
    • 2019Innovation starts at the storefront18 cited