References

• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1998Consistent Covariance Matrix Estimation with Spatially Dependent Panel Data6,815 cited
• 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
• 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
• 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
• 1998Market-Based Assets and Shareholder Value: A Framework for Analysis2,363 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
• 1998Customer Satisfaction and Word of Mouth2,105 cited
• 2004The One Number You Need to Grow2,034 cited
• 1998Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction1,609 cited
• 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
• 2004Customer Satisfaction and Shareholder Value