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A century of research on complaints: longitudinal bibliometric analysis of WoS (1900–2019)
16 references·0 citing·42 second hop
A century of research on complaints: longitudinal bibliometric analysis of WoS (1900–2019) (2022)A century of research on complaints: long…Culture's Consequences (2018)Culture's ConsequencesSciMAT : A new science mapping analysis software tool (2012)SciMAT : A new science mappin…An approach for detecting, quantifying, and visualizing the evolution of a research field: A practical application to the Fuzzy Sets Theory field (2010)An approach for detecting, qu…Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Customer Satisfaction: A Meta…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Co-word analysis as a tool for describing the network of interactions between basic and technological research: The case of polymer chemsitry (1991)Co-word analysis as a tool fo…A framework for comparing customer satisfaction across individuals and product categories (1991)A framework for comparing cus…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …From translations to problematic networks: An introduction to co-word analysis (1983)From translations to problema…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Markets and Hierarchies: Analysis and Antitrust Implications. (1976)Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Exchange and Power in Social Life (2017)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Techno-economic Networks and Irreversibility (1990)In search of useful theory of innovation (1993)The Sources of Innovation (2007)How to normalize cooccurrence data? An analysis of some well‐known similarity measures (2009)Mapping knowledge structure by keyword co-occurrence: a first look at journal papers in Technology Foresight (2010)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Understanding Relationship Marketing Outcomes (2002)Market Orientation: A Meta-Analytic Review and Assessment of its Antecedents and Impact on Performance (2005)Satisfaction: a behavioral perspective on the consumer (2010)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)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)Fuzzy sets (1965)Fuzzy sets (1996)An index to quantify an individual's scientific research output (2005)Science mapping software tools: Review, analysis, and cooperative study among tools (2011)Software tools for conducting bibliometric analysis in science: An up-to-date review (2020)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Comparative fit indexes in structural models. (1990)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)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)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The Measurement of Independent and Interdependent Self-Construals (1994)Varieties of Capitalism (2001)Rethinking individualism and collectivism: Evaluation of theoretical assumptions and meta-analyses. (2002)
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References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 2018Culture's Consequences5,455 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 2010An approach for detecting, quantifying, and visualizing the evolution of a research field: A practical application to the Fuzzy Sets Theory field2,756 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1991Co-word analysis as a tool for describing the network of interactions between basic and technological research: The case of polymer chemsitry2,108 cited
  • 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,000 cited
  • 1983From translations to problematic networks: An introduction to co-word analysis1,948 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
  • 2012SciMAT : A new science mapping analysis software tool

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1,220 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
  • 1991A framework for comparing customer satisfaction across individuals and product categories897 cited
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