SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
The antecedents of brand switching, brand loyalty and verbal responses to service failure
16 references·3 citing·37 second hop
The antecedents of brand switching, brand loyalty and verbal responses to service failure (1996)The antecedents of brand switching, brand…Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…Managing Brand Equity: Capitalizing on the Value of a Brand Name (1992)Managing Brand Equity: Capita…Zero defections: quality comes to services. (1990)Zero defections: quality come…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Consumer Evaluations of Brand Extensions (1990)Consumer Evaluations of Brand…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…Mental Accounting and Consumer Choice (1985)Mental Accounting and Consume…The independence of positive and negative affect. (1984)The independence of positive …Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…Affect, generalization, and the perception of risk. (1983)Affect, generalization, and t…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Social Indicators of Well-Being (1976)Social Indicators of Well-Bei…Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service) (2017)Relationship among Service Qu…Consumer complaint behaviour in telecommunications: The case of mobile phone users in Spain (2015)Consumer complaint behaviour …Self‐service technology complaint channel choice (2012)Self‐service technology compl…The psychology of interpersonal relations. (1958)Strategic Brand Concept-Image Management (1986)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Developing and validating a multidimensional consumer-based brand equity scale (2001)Brands and Branding: Research Findings and Future Priorities (2006)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)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)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Measuring Service Quality: A Reexamination and Extension (1992)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)A circumplex model of affect. (1980)Quality, satisfaction and behavioral intentions (2000)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Electronic word-of-mouth in hospitality and tourism management (2007)Advances in Consumer Research (2025)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Are Investors Reluctant to Realize Their Losses? (1998)A perspective on judgment and choice: Mapping bounded rationality. (2003)Instructional manipulation checks: Detecting satisficing to increase statistical power (2009)The Satisfaction With Life Scale (1985)Happiness is everything, or is it? Explorations on the meaning of psychological well-being. (1989)Subjective well-being: Three decades of progress. (1999)
this work references cited by second hop

References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1985Mental Accounting and Consumer Choice4,875 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1976Social Indicators of Well-Being3,679 cited
  • 1990Consumer Evaluations of Brand Extensions3,266 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 1992Managing Brand Equity: Capitalizing on the Value of a Brand Name2,449 cited
  • 1984The independence of positive and negative affect.2,402 cited
  • 1983Affect, generalization, and the perception of risk.1,854 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 1990The profitable art of service recovery.1,447 cited
  • Cited by

    • 2012Self‐service technology complaint channel choice40 cited
    • 2015Consumer complaint behaviour in telecommunications: The case of mobile phone users in Spain37 cited
    • 2017Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service)34 cited