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Exploring customer loyalty following service recovery: a replication study in the Ghanaian hotel industry
16 references·1 citing·38 second hop
Exploring customer loyalty following service recovery: a replication study in the Ghanaian hotel industry (2020)Exploring customer loyalty following serv…Predictive model assessment in PLS-SEM: guidelines for using PLSpredict (2019)Predictive model assessment i…Using PLS path modeling in new technology research: updated guidelines (2016)Using PLS path modeling in ne…A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)A new criterion for assessing…PLS-SEM: Indeed a Silver Bullet (2011)PLS-SEM: Indeed a Silver Bull…\nThe use of partial least squares path modeling in international marketing (2009)\nThe use of partial least sq…Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent (2002)Modeling customer perceptions…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations (1992)Relationships between Provide…Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations (1992)Relationships between Provide…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Organizational Justice: Yesterday, Today, and Tomorrow (1990)Organizational Justice: Yeste…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Towards an understanding of inequity. (1963)Towards an understanding of i…Relational leadership and employee creativity: the role of knowledge-sharing behaviour and leader–follower dyadic tenure (2022)Relational leadership and emp…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)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)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2014A new criterion for assessing discriminant validity in variance-based structural equation modeling38,283 cited
  • 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
  • 2009\nThe use of partial least squares path modeling in international marketing11,331 cited
  • 2016Using PLS path modeling in new technology research: updated guidelines7,156 cited
  • 1963Towards an understanding of inequity.5,146 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
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  • 1990Organizational Justice: Yesterday, Today, and Tomorrow3,663 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations1,895 cited

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  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
  • 2002Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent976 cited
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    • 2022Relational leadership and employee creativity: the role of knowledge-sharing behaviour and leader–follower dyadic tenure28 cited