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Relationship quality matters: How restaurant businesses can optimize complaint management
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Relationship quality matters: How restaurant businesses can optimize complaint management (2022)Relationship quality matters: How restaur…Advances in Consumer Research (2025)Advances in Consumer ResearchCustomer Engagement (2011)Customer EngagementBrand Attachment and Brand Attitude Strength: Conceptual and Empirical Differentiation of Two Critical Brand Equity Drivers (2010)Brand Attachment and Brand At…The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Trust and Breach of the Psychological Contract (1996)Trust and Breach of the Psych…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Conjoint Analysis in Marketing: New Developments with Implications for Research and Practice (1990)Conjoint Analysis in Marketin…The Social Psychology of Procedural Justice (1988)The Social Psychology of Proc…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Advances in Consumer Research (1983)Advances in Consumer ResearchEvaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Readings in Attitude Theory and Measurement (1968)Readings in Attitude Theory a…The Norm of Reciprocity: A Preliminary Statement (1960)The Norm of Reciprocity: A Pr…A Theory of Social Comparison Processes (1954)A Theory of Social Comparison…Markets and Hierarchies: Analysis and Antitrust Implications. (1976)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)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)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Behavioral Consequences of Service Quality (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)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)Flow: the psychology of optimal experience (1990)Evolving to a New Dominant Logic for Marketing (2003)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Understanding Customer Experience Throughout the Customer Journey (2016)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)Informal social communication. (1950)Deviation, rejection, and communication. (1951)Inequity In Social Exchange (1965)The Elaboration Likelihood Model of Persuasion (1986)A Theory of Fairness, Competition, and Cooperation (1999)Level of aspiration. (2004)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)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 Evolution of Reciprocal Altruism (1971)Social Capital in the Creation of Human Capital (2000)Social Exchange Theory: An Interdisciplinary Review (2005)A Relational Model of Authority in Groups (1992)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)CONSEQUENCES OF ABUSIVE SUPERVISION. (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1954A Theory of Social Comparison Processes20,836 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1960The Norm of Reciprocity: A Preliminary Statement11,995 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1988The Social Psychology of Procedural Justice6,583 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 2011Customer Engagement3,657 cited
  • 1996Trust and Breach of the Psychological Contract3,027 cited
  • 1983Advances in Consumer Research2,879 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1990Conjoint Analysis in Marketing: New Developments with Implications for Research and Practice2,692 cited
  • 2010Brand Attachment and Brand Attitude Strength: Conceptual and Empirical Differentiation of Two Critical Brand Equity Drivers

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2,294 cited
  • 1968Readings in Attitude Theory and Measurement2,124 cited
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