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After-service gifts: evaluating how presence, context and value impact customer satisfaction and customer delight
16 references·2 citing·43 second hop
After-service gifts: evaluating how presence, context and value impact customer satisfaction and customer delight (2020)After-service gifts: evaluating how prese…Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies (2015)Discriminant validity testing…A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)A new criterion for assessing…An assessment of the use of partial least squares structural equation modeling in marketing research (2011)An assessment of the use of p…The One Number You Need to Grow (2004)The One Number You Need to Gr…Consumer Choice between Hedonic and Utilitarian Goods (2000)Consumer Choice between Hedon…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?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…Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer Satisfaction, Market…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…Models of Consumer Satisfaction Formation: An Extension (1988)Models of Consumer Satisfacti…Influence : science and practice (1985)Influence : science and pract…The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)The Experiential Aspects of C…Unlocking the drivers of brand evangelism in the hospitality sector: A mediated-moderated model of emotional brand bonding and surprise (2025)Unlocking the drivers of bran…Customer delight, engagement, experience, value co-creation, place identity, and revisit intention: a new conceptual framework (2022)Customer delight, engagement,…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)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)The Theory of Buyer Behavior (1971)Structure and Functions of Fantasy (1974)An Information Processing Theory of Consumer Choice (1979)Consumer perceived value: The development of a multiple item scale (2001)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Zero defections: quality comes to services. (1990)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)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)Understanding Attitudes and Predicting Social Behavior (1980)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Information Technology: Toward A Unified View1 (2003)Using PLS path modeling in new technology research: updated guidelines (2016)When to use and how to report the results of PLS-SEM (2018)Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (2021)On the Evaluation of Structural Equation Models (1988)PLS-SEM: Indeed a Silver Bullet (2011)Partial least squares structural equation modeling (PLS-SEM) (2014)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)A Focus Theory of Normative Conduct: A Theoretical Refinement and Reevaluation of the Role of Norms in Human Behavior (1991)SURVEY RESEARCH (1999)Misinformation and Its Correction (2012)
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References

  • 2014A new criterion for assessing discriminant validity in variance-based structural equation modeling38,283 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun8,274 cited
  • 2011An assessment of the use of partial least squares structural equation modeling in marketing research8,083 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1999Whence Consumer Loyalty?4,891 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1985Influence : science and practice3,573 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
  • 1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
  • 2000Consumer Choice between Hedonic and Utilitarian Goods2,236 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 2015Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies

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2,105 cited
  • 2004The One Number You Need to Grow2,034 cited
  • Cited by

    • 2022Customer delight, engagement, experience, value co-creation, place identity, and revisit intention: a new conceptual framework117 cited
    • 2025Unlocking the drivers of brand evangelism in the hospitality sector: A mediated-moderated model of emotional brand bonding and surprise9 cited