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Synthesizing customer satisfaction and loyalty through contractors’ service quality and brand image
16 references·0 citing·33 second hop
Synthesizing customer satisfaction and loyalty through contractors’ service quality and brand image (2024)Synthesizing customer satisfaction and lo…The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market (2005)The analysis of antecedents o…Service quality dimensions: an examination of Grönroos’s service quality model (2004)Service quality dimensions: a…Key performance indicators for measuring construction success (2004)Key performance indicators fo…The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France (2001)The impact of switching costs…The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)The Chain of Effects from Bra…The relationship between customer satisfaction and loyalty: Cross-industry differences (2000)The relationship between cust…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…SERVQUAL revisited: a critical review of service quality (1996)SERVQUAL revisited: a critica…Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions (1996)Employee performance cues in …The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Some antecedents and outcomes of brand love (2006)Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 (2009)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Trust and TAM in Online Shopping: An Integrated Model1 (2003)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 Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service (2002)Service quality models: a review (2005)Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. (2009)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)
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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
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty6,666 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1996SERVQUAL revisited: a critical review of service quality1,032 cited
  • 2004Key performance indicators for measuring construction success971 cited
  • 2001The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France885 cited
  • 2005The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market802 cited
  • 2004Service quality dimensions: an examination of Grönroos’s service quality model603 cited

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  • 1996Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions527 cited
  • 2000The relationship between customer satisfaction and loyalty: Cross-industry differences518 cited
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