References

• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1979Review of Psychometric theory (2nd ed.).11,425 cited
• 1999Whence Consumer Loyalty?7,319 cited
• 1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
• 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
• 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
• 1997What is the Right Supply Chain for Your Product3,084 cited
• 1998Supply Chain Management: Implementation Issues and Research Opportunities2,437 cited
• 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
• 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
• 2000Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers1,305 cited
• 2006Relationship quality as a predictor of B2B customer loyalty1,124 cited
• 1964Perceived Risk and Consumer Decision-Making: The Case of Telephone Shopping927 cited
• 1983A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process