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Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth
16 references·0 citing·40 second hop
Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth (2021)Examining emotions linked to live chat se…Advances in Consumer Research (2025)Advances in Consumer ResearchElectronic word-of-mouth in hospitality and tourism management (2007)Electronic word-of-mouth in h…Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Electronic word-of-mouth via …E-S-QUAL (2004)E-S-QUALCommon method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…The Role of Justice in Organizations: A Meta-Analysis (2001)The Role of Justice in Organi…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…Self-Reports in Organizational Research: Problems and Prospects (1986)Self-Reports in Organizationa…Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Hedonic Consumption: Emerging…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Emotion: A Psychoevolutionary Synthesis (1980)Emotion: A Psychoevolutionary…Human Emotions (1977)Human EmotionsAn approach to environmental psychology (1974)An approach to environmental …PERCEIVED ORGANIZATIONAL SUPPORT AND LEADER-MEMBER EXCHANGE: A SOCIAL EXCHANGE PERSPECTIVE. (1997)Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. (2001)A Meta-Analysis of the Relationship Between Organizational Citizenship Behavior and Counterproductive Work Behavior. (2005)Psychological Perspectives on Legitimacy and Legitimation (2005)Putting the S back in corporate social responsibility: A multilevel theory of social change in organizations (2007)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)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)Leadership: The Cutting Edge. (1979)Organizational citizenship behavior: Its nature and antecedents. (1983)Research in Organizational Behavior. (1986)Accounting for common method variance in cross-sectional research designs. (2001)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)An Updated and Streamlined Technology Readiness Index (2014)The psychology of interpersonal relations. (1958)On the Evaluation of Structural Equation Models (1988)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Significance tests and goodness of fit in the analysis of covariance structures. (1980)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)The Standard Edition of the Complete Psychological Works of Sigmund Freud (1953)An Information Processing Theory of Consumer Choice (1979)Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)Evidence for a three-factor theory of emotions (1977)Seeking the Ideal Form: Product Design and Consumer Response (1995)Core affect and the psychological construction of emotion. (2003)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Bibliometric Methods in Management and Organization (2014)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1986Self-Reports in Organizational Research: Problems and Prospects17,092 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1974An approach to environmental psychology7,295 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 2004Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?5,913 cited
  • 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,610 cited
  • 2004E-S-QUAL3,962 cited
  • 2001The Role of Justice in Organizations: A Meta-Analysis3,562 cited
  • 1999The Role of Emotions in Marketing3,295 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 2007Electronic word-of-mouth in hospitality and tourism management3,132 cited
  • 1977Human Emotions2,868 cited
  • 1980Emotion: A Psychoevolutionary Synthesis2,487 cited

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  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
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