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Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions
16 references·0 citing·49 second hopsampled
Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions (2021)Customer integration, fairness perception…Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues (2020)Three Decades of Customer Val…Customer engagement behaviors: The role of service convenience, fairness and quality (2018)Customer engagement behaviors…The dark side of customer co-creation: exploring the consequences of failed co-created services (2014)The dark side of customer co-…An Updated and Streamlined Technology Readiness Index (2014)An Updated and Streamlined Te…A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power (2010)A comprehensive model of cust…Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)Word-of-mouth communications …Customer-based corporate reputation of a service firm: scale development and validation (2007)Customer-based corporate repu…Co-production and customer loyalty in financial services (2007)Co-production and customer lo…The Price is Unfair! A Conceptual Framework of Price Fairness Perceptions (2004)The Price is Unfair! A Concep…Psychological Implications of Customer Participation in Co-Production (2003)Psychological Implications of…Consumer Perceptions of Price (Un)Fairness (2003)Consumer Perceptions of Price…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…How do I judge my outcome when I do not know the outcome of others? The psychology of the fair process effect. (1997)How do I judge my outcome whe…How do I judge my outcome when I do not know the outcome of others? The psychology of the fair process effect. (1997)How do I judge my outcome whe…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Commitment-Trust Theory of Relationship Marketing (1994)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Customer Engagement: Exploring Customer Relationships Beyond Purchase (2012)The Effect of Electronic Word of Mouth on Sales: A Meta-Analytic Review of Platform, Product, and Metric Factors (2015)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Service logic revisited: who creates value? And who co‐creates? (2008)Value co-creation: concept and measurement (2014)Influencers on Instagram: Antecedents and consequences of opinion leadership (2018)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Service Research Priorities in a Rapidly Changing Context (2015)Domo Arigato Mr. Roboto (2016)Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses (2019)Firm Resources and Sustained Competitive Advantage (1991)A Systematic Review of the Corporate Reputation Literature: Definition, Measurement, and Theory (2010)Towards a Better Measure of Customer Experience (2013)How does corporate social responsibility contribute to firm financial performance? 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(1966)Motivation through the design of work: test of a theory (1976)The Behavioral Consequences of Service Quality (1996)A Strategic Framework for Customer Relationship Management (2005)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Managing the co-creation of value (2007)Mental Accounting and Consumer Choice (1985)Dimensions of Consumer Expertise (1987)Whence Consumer Loyalty? (1999)Reference Price Research: Review and Propositions (2005)Fairness and Channel Coordination (2007)An Integrative Model Of Organizational Trust (1995)'It's Reducing a Human Being to a Percentage' (2018)The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants (2019)Advances in Consumer Research (2025)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)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Simultaneous Factor Analysis in Several Populations (1971)Significance tests and goodness of fit in the analysis of covariance structures. 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References

  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.84,999 cited
  • 1988On the Evaluation of Structural Equation Models26,445 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,763 cited
  • 2014An Updated and Streamlined Technology Readiness Index1,573 cited
  • 2004The Price is Unfair! A Conceptual Framework of Price Fairness Perceptions1,537 cited
  • 2003Psychological Implications of Customer Participation in Co-Production1,495 cited
  • 2003Consumer Perceptions of Price (Un)Fairness1,094 cited
  • 2008Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators1,091 cited
  • 2007Customer-based corporate reputation of a service firm: scale development and validation923 cited
  • 2007Co-production and customer loyalty in financial services921 cited
  • 2010A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power546 cited
  • 1997How do I judge my outcome when I do not know the outcome of others? The psychology of the fair process effect.392 cited
  • 1997How do I judge my outcome when I do not know the outcome of others? The psychology of the fair process effect.390 cited
  • 2020Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues

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387 cited
  • 2018Customer engagement behaviors: The role of service convenience, fairness and quality354 cited
  • 2014The dark side of customer co-creation: exploring the consequences of failed co-created services348 cited
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