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Merging service quality and service satisfaction. An empirical test of an integrative model

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  1. C-H Lan & C-C Chen, 2007. "Optimal purchase of two-itemized drugs for a disease," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 58(3), pages 309-316, March.
  2. Rodríguez, Pablo Gutiérrez & Villarreal, Ricardo & Valiño, Pedro Cuesta & Blozis, Shelley, 2020. "A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  3. Gaby Odekerken-Schröder & Bloemer Josée, 2002. "Constraints and Dedication as Drivers for Relationship Commitment: An Empirical Study in a Health-Care Context," Research Memorandum 078, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  4. Panchapakesan, P., 2013. "Antecedents of customer loyalty in medical tourism," Working Papers Series 2 13-03, ISCTE-IUL, Business Research Unit (BRU-IUL).
  5. Eleni Mavragani, 2021. "Greek Museums and Tourists’ Perceptions: an Empirical Research," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 12(1), pages 120-133, March.
  6. Ryan W. Buell & Dennis Campbell & Frances X. Frei, 2016. "How Do Customers Respond to Increased Service Quality Competition?," Manufacturing & Service Operations Management, INFORMS, vol. 18(4), pages 585-607, October.
  7. Obinna C. Ojiaku & Moses C. Olise & Nwankwo Philip Abuchi, 2015. "Customers¡¯ Expectation and Services Performance in Pension Fund Administration (PFA) in Southeast Nigeria," Business and Economic Research, Macrothink Institute, vol. 5(2), pages 191-206, December.
  8. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 219-229.
  9. Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
  10. Shijie Sun & Ru Chen & Siyuan Qin & Lufan Liu, 2022. "Evaluating the Public Participation Processes in Community Regeneration Using the EPST Model: A Case Study in Nanjing, China," Land, MDPI, vol. 11(9), pages 1-19, August.
  11. Yonggui Wang & Hing-Po Lo & Yongheng Yang, 2004. "An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry," Information Systems Frontiers, Springer, vol. 6(4), pages 325-340, December.
  12. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
  13. Straus, Lennart & Robbert, Thomas & Roth, Stefan, 2016. "Customer participation in the customization of services: Effects on satisfaction and behavioral intentions," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 9(1), pages 498-517.
  14. Chien-Lei Chao & Yen-Lien Hsu & Hsing-Yun Chang & Hsueh-Ying Wu & Tzu-Yi Yang, 2011. "Emergent Needs Of Depression Care For Older Adults: Evidence From Taiwan," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 5(4), pages 119-129.
  15. Walczuch, R.M. & Hofmaier, K., 2000. "Measuring customer satisfaction on the Internet," Research Memorandum 051, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  16. Odekerken-Schröder, G.J. & Bloemer, J.M.M., 2002. "Constraints and dedication as drivers for relationship commitment: an empirical study in a health-care context," Research Memorandum 056, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  17. Hongwei He & Yan Li, 2011. "CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality," Journal of Business Ethics, Springer, vol. 100(4), pages 673-688, June.
  18. Naif Mutlaq Al Otaibi & Kausar Yasmeen, 2014. "An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores," Journal of Entrepreneurship and Business Innovation, Macrothink Institute, Journal of Entrepreneurship and Business Innovation, vol. 1(1), pages 79-122, June.
  19. Walczuch R & Hofmaier K, 2000. "Measuring Customer Satisfaction on the Internet," Research Memorandum 019, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  20. de Ruyter, Ko & Wetzels, Martin, 1998. "On the complex nature of patient evaluations of general practice service," Journal of Economic Psychology, Elsevier, vol. 19(5), pages 565-590, October.
  21. Inocencia María Martínez‐León & Isabel Olmedo‐Cifuentes, 2022. "Teachers’ views of corporate reputation: Influence on behavioral outcomes," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 93(3), pages 579-605, September.
  22. Gartner, Johannes & Fink, Matthias & Floh, Arne & Eggers, Fabian, 2021. "Service quality in social media communication of NPOs: The moderating effect of channel choice," Journal of Business Research, Elsevier, vol. 137(C), pages 579-587.
  23. Ilyas Masudin & Yulyetha Kurnia Putri Hanifah & Shanty Kusuma Dewi & Dian Palupi Restuputri & Dwi Iryaning Handayani, 2022. "Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce," Logistics, MDPI, vol. 6(3), pages 1-23, July.
  24. Murray, Duncan & Howat, Gary, 2002. "The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre," Sport Management Review, Elsevier, vol. 5(1), pages 25-43, May.
  25. Brady, Michael K. & Robertson, Christopher J., 2001. "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study," Journal of Business Research, Elsevier, vol. 51(1), pages 53-60, January.
  26. Yu-Min Wang & Hsin-Hui Lin & Wei-Chun Tai & Yi-Ling Fan, 2016. "Understanding multi-channel research shoppers: an analysis of Internet and physical channels," Information Systems and e-Business Management, Springer, vol. 14(2), pages 389-413, May.
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