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Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory
16 references·2 citing·38 second hop
Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory (2024)Customer Responses to Airline Service Fai…A primer on partial least squares structural equation modeling (PLS-SEM) (2015)A primer on partial least squ…Satisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…Principles and Practice of Structural Equation Modeling (2012)Principles and Practice of St…Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test1 (2004)Understanding Changes in Beli…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Understanding Information Sys…Appraisal processes in emotion: Theory, methods, research. (2001)Appraisal processes in emotio…Measuring Emotions in the Consumption Experience (1997)Measuring Emotions in the Con…Working models of attachment: Implications for explanation, emotion, and behavior. (1996)Working models of attachment:…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Applications of structural equation modeling in marketing and consumer research: A review (1996)Applications of structural eq…Acoustic profiles in vocal emotion expression. (1996)Acoustic profiles in vocal em…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Effect of expectation and dis…Unraveling how poor logistics service quality of cross-border E-commerce influences customer complaints based on text mining and association analysis (2025)Unraveling how poor logistics…Determinants of long-term E-learning engagement: Integrating expectation confirmation theory and individual innovativeness using PLS-SEM (2025)Determinants of long-term E-l…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Alternative Ways of Assessing Model Fit (1992)Measuring the Customer Experience in Online Environments: A Structural Modeling Approach (2000)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)An empirical comparison of the efficacy of covariance-based and variance-based SEM (2009)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)The Theory of Buyer Behavior (1971)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)A circumplex model of affect. (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Quality, satisfaction and behavioral intentions (2000)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-Reports in Organizational Research: Problems and Prospects (1986)Structural Equations with Latent Variables. (1991)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Common Method Bias in PLS-SEM (2015)The theory of planned behavior (1991)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Diffusion of Innovations 1 (2019)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Common Beliefs and Reality About PLS (2014)Assessing measurement model quality in PLS-SEM using confirmatory composite analysis (2019)POSITIVE PSYCHOLOGICAL CAPITAL: MEASUREMENT AND RELATIONSHIP WITH PERFORMANCE AND SATISFACTION (2007)Measurement invariance conventions and reporting: The state of the art and future directions for psychological research (2016)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting (2021)
this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 2012Principles and Practice of Structural Equation Modeling38,893 cited
  • 2015A primer on partial least squares structural equation modeling (PLS-SEM)18,923 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 2001Understanding Information Systems Continuance: An Expectation-Confirmation Model18,741 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
  • 1996Applications of structural equation modeling in marketing and consumer research: A review2,550 cited
  • 1996Acoustic profiles in vocal emotion expression.2,257 cited
  • 1997Measuring Emotions in the Consumption Experience1,970 cited
  • 2001Appraisal processes in emotion: Theory, methods, research.1,895 cited
  • 2004Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test11,764 cited

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  • 1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1,740 cited
  • 1996Working models of attachment: Implications for explanation, emotion, and behavior.996 cited
  • Cited by

    • 2025Unraveling how poor logistics service quality of cross-border E-commerce influences customer complaints based on text mining and association analysis24 cited
    • 2025Determinants of long-term E-learning engagement: Integrating expectation confirmation theory and individual innovativeness using PLS-SEM8 cited