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Cited by

• 1993The effects of information and company reputation on intentions to buy a business service472 cited
• 1996When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates434 cited
• 2010The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea414 cited
• 1994Comparing Consumers' Recall of Prepurchase and Postpurchase Product Evaluation Experiences392 cited
• 1994Multisource Effects on the Satisfaction Formation Process385 cited
• 2016Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks363 cited
• 2009Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers356 cited
• 2016Does higher education service quality effect student satisfaction, image and loyalty?355 cited
• 2001Recognizing cross‐cultural differences in consumer complaint behavior and intentions: an empirical examination353 cited
• 2001E‐complaining: a content analysis of an Internet complaint forum315 cited
• 2003Rethinking Service Recovery Strategies310 cited
• 2010The influence of university image on student behaviour287 cited
• 2002Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience