References

• 2003Towards a Methodology for Developing Evidence‐Informed Management Knowledge by Means of Systematic Review15,354 cited
• 1984Attractive Quality and Must-Be Quality3,436 cited
• 1998The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions1,213 cited
• 1994Extrinsic and Intrinsic Cue Effects on Perceptions of Store Brand Quality1,198 cited
• 2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis780 cited
• 1995Consumer Trade-Offs and the Evaluation of Services774 cited
• 2006Customer satisfaction in the restaurant industry: an examination of the transaction‐specific model637 cited
• 2019‘Masstige’ marketing: A review, synthesis and research agenda437 cited
• 2002The factor structure of customer satisfaction418 cited
• 2011Understanding customers' satisfaction and repurchase intentions397 cited
• 2011A critical review of techniques for classifying quality attributes in the Kano model343 cited
• 1979Conceptual and Methodological Issues in Consumer Satisfaction Research336 cited
• 2011Research note: E-store image, perceived value and perceived risk306 cited
• 2003Competition and Service Quality in the U.S. Airline Industry