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The Roles of Relationships and Service Quality as Drivers of Customer Loyalty: An Empirical Study
16 references·0 citing·36 second hop
The Roles of Relationships and Service Quality as Drivers of Customer Loyalty: An Empirical Study (2020)The Roles of Relationships and Service Qu…Exchange and Power in Social Life (2017)Exchange and Power in Social …Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Service loyalty (2002)Service loyaltyMarketing management: analysis. planning. implementation and control (2000)Marketing management: analysi…Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments (2000)Agency and Trust Mechanisms i…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)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)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)\nThe use of partial least squares path modeling in international marketing (2009)Structural equation modeling in practice: A review and recommended two-step approach. (1988)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)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)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Evolving to a New Dominant Logic for Marketing (2003)The Commitment-Trust Theory of Relationship Marketing (1994)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)Social Capital in the Creation of Human Capital (2000)
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References

  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2017Exchange and Power in Social Life15,909 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2000Marketing management: analysis. planning. implementation and control6,649 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 2000Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments

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  • 2002Service loyalty1,549 cited
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