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Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?

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  1. Ying Wang & Lin Fang & Jialing Pan, 2024. "The antecedents of customer satisfaction in the live-streaming commerce of green agricultural products," PLOS ONE, Public Library of Science, vol. 19(7), pages 1-20, July.
  2. Swoboda, Bernhard & Winters, Amelie, 2021. "Reciprocity within major retail purchase channels and their effects on overall, offline and online loyalty," Journal of Business Research, Elsevier, vol. 125(C), pages 279-294.
  3. Taewon Suh & Rick T. Wilson & Seungtae On, 2023. "Gender difference in visual attention to digital content of place-based advertising: a data-driven scientific approach," Electronic Commerce Research, Springer, vol. 23(2), pages 877-897, June.
  4. Mencarelli, Rémi & Rivière, Arnaud & Lombart, Cindy, 2021. "Do myriad e-channels always create value for customers? A dynamic analysis of the perceived value of a digital information product during the usage phase," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  5. Liu-Thompkins, Yuping & Khoshghadam, Leila & Attar Shoushtari, Arjang & Zal, Saeed, 2022. "What drives retailer loyalty? A meta-analysis of the role of cognitive, affective, and social factors across five decades," Journal of Retailing, Elsevier, vol. 98(1), pages 92-110.
  6. Kazi Md. Yusuf & Md Tamjid Ul Alam & Susmita Saha & Intekhab Fardin Turja, 2024. "Bangladeshi Banking: Customer Satisfaction Insights through SERVQUAL Model," International Journal of Science and Business, IJSAB International, vol. 40(1), pages 50-62.
  7. Ngoh, Cheryl-lyn & Groening, Christopher, 2022. "The effect of COVID-19 on consumers’ channel shopping behaviors: A segmentation study," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  8. Dongmei Zha & Pantea Foroudi & T. C. Melewar & Zhongqi Jin, 2025. "Examining the Impact of Sensory Brand Experience on Brand Loyalty," Corporate Reputation Review, Palgrave Macmillan, vol. 28(1), pages 14-42, February.
  9. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
  10. Swapan Kumar Saha & Guijun Zhuang & Sihan Li, 2020. "Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh," Sustainability, MDPI, vol. 12(3), pages 1-22, February.
  11. Radka Bauerová & Veronika Braciníková, 2021. "Customer’s Choice of Purchasing Channel: Do Channel Characteristic, Brand, and Loyalty Matter When Shopping in Hybrid Retailers?," Sustainability, MDPI, vol. 13(5), pages 1-18, February.
  12. Batsakis, Georgios & Theoharakis, Vasilis & Li, Chengguang & Konara, Palitha, 2023. "Internationalization and digitalization: Their differing role on grocer and non-grocer retailer performance," Journal of Retailing, Elsevier, vol. 99(3), pages 400-419.
  13. Jonas R. Jahnert & Hato Schmeiser, 2022. "The relationship between net promoter score and insurers’ profitability: an empirical analysis at the customer level," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 47(4), pages 944-972, October.
  14. Perlman, Yael, 2022. "Pricing decisions of online and offline retailers, each offering a competing benefit," Operations Research Perspectives, Elsevier, vol. 9(C).
  15. Shahid Nawaz & Yun Jiang & Faizan Alam & Muhammad Zahid Nawaz, 2020. "Role of Brand Love and Consumers’ Demographics in Building Consumer–Brand Relationship," SAGE Open, , vol. 10(4), pages 21582440209, December.
  16. Xian Yang & Bilian Lai & Chaolan Tang, 2023. "Experiential Product Promotions on e-Commerce Platform: From the Perspective of Consumer Cognition and Emotion," SAGE Open, , vol. 13(1), pages 21582440231, February.
  17. Ionica Oncioiu & Iustin Priescu & Geanina Silviana Banu & Narcis Chirca, 2023. "Green Consumers’ Responses to Integrated Digital Communication in the Context of Multichannel Retail," Sustainability, MDPI, vol. 15(2), pages 1-17, January.
  18. Ruth N. Bolton & Anders Gustafsson & Crina O. Tarasi & Lars Witell, 2022. "Designing satisfying service encounters: website versus store touchpoints," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 85-107, January.
  19. Qin, Hong & Osatuyi, Babajide & Xu, Lu, 2021. "How mobile augmented reality applications affect continuous use and purchase intentions: A cognition-affect-conation perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  20. Taewon Suh & Sang Bong Lee, 2023. "Configuring managerial factors to enhance omnichannel experience and customer engagement behaviors for a solid loyalty loop," Electronic Commerce Research, Springer, vol. 23(3), pages 1591-1619, September.
  21. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
  22. Leila MOHAMMED EL HADJ & Djalel Eddine YAHIAOUI & Abir SAYAH, 2024. "Proposal of a Customer Satisfaction Index Model (Part of the Antecedents) Adopted to the Algerian Context," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 9(1), pages 41-60, February.
  23. Zhong, Junying & Chen, Tiao, 2023. "Antecedents of mobile payment loyalty: An extended perspective of perceived value and information system success model," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  24. Ronny H. Walean & Helena Pongoh & Deske Mandagi, 2024. "Integrating Brand Gestalt and Customer Loyalty in Telecommunication Sector: The Mediating Role of Customer Satisfaction," International Review of Management and Marketing, Econjournals, vol. 14(6), pages 409-423, October.
  25. Mehak Goyal & Pankaj Deshwal, 2023. "Online post-purchase customer experience: a qualitative study using NVivo software," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(4), pages 3763-3781, August.
  26. G. Tomas M. Hult & Forrest V. Morgeson III & Udit Sharma & Claes Fornell, 2022. "Customer satisfaction and international business: A multidisciplinary review and avenues for research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(8), pages 1695-1733, October.
  27. Jiangyuan Hou & Mingyue Du & Qingjie Zhou, 2023. "What People Talk About Multi-Channel Purchasing Behavior and What They Intend to do: Related Perspective From ESG Evaluation System," SAGE Open, , vol. 13(4), pages 21582440231, October.
  28. Seok, Junhee & Kim, Yanghee & Oh, Yun Kyung, 2024. "How ESG shapes firm value: The mediating role of customer satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 208(C).
  29. Xue-Liang Pei & Jia-Ning Guo & Tung-Ju Wu & Wen-Xin Zhou & Shang-Pao Yeh, 2020. "Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations," Sustainability, MDPI, vol. 12(18), pages 1-19, September.
  30. Patten, Elena & Ozuem, Wilson & Howell, Kerry & Lancaster, Geoff, 2020. "Minding the competition: The drivers for multichannel service quality in fashion retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  31. Terblanche, Nic S. & Kidd, Martin, 2021. "Exploring an in-store customer journey for customers shopping for outdoor apparel," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  32. Shiu, Jerry Yuwen, 2021. "Risk-reduction strategies in competitive convenience retail: How brand confusion can impact choice among existing similar alternatives," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  33. Yong, Shih Ween & Cheah, Jun-Hwa & Lim, Xin-Jean & Ng, Siew Imm & Leong, Yee Choy, 2023. "How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport," Journal of Air Transport Management, Elsevier, vol. 112(C).
  34. Mwalimu Zipporah Mueni & Rayviscic Mutinda Ndivo & Antoneta Njeri Kariru, 2025. "Effect of Service Quality on Behavioral Intentions among Budget Hotels in Machakos County, Kenya," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(6), pages 520-539, June.
  35. Teng, Hongxin & Xia, Qinying & Shou, Jiayi & Zhao, Jing, 2023. "Positive or negative spillover? The influence of online channel satisfaction on offline channel adoption," Journal of Business Research, Elsevier, vol. 154(C).
  36. Xie, Chaohong & Chiang, Chung-Yean & Xu, Xianhao & Gong, Yeming, 2023. "The impact of buy-online-and-return-in-store channel integration on online and offline behavioral intentions: The role of offline store," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  37. Cowan, Kirsten & Ketron, Seth & Kostyk, Alena & Kristofferson, Kirk, 2023. "Can you smell the (virtual) roses? The influence of olfactory cues in virtual reality on immersion and positive brand responses," Journal of Retailing, Elsevier, vol. 99(3), pages 385-399.
  38. Shiu-Li Huang & Ming-Yen Kuo, 2020. "Critical success factors in the sharing economy: a customer perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 553-576, December.
  39. Ferwin Jimenez & Maureen Gelle-Jimenez & Kristine Joyce dela Paz & Francis Ross Gervacio & Julian Lucas Lozano & Tiffany Anne Magbitang, 2025. "Evaluating the preferences of stakeholders of a comprehensive higher education institution on the modality of applying for academic records," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 14(7), pages 232-242, November.
  40. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  41. Leonardus W.W. Mihardjo & Sasmoko Sasmoko & Firdaus Alamsjah & Elidjen Elidjen, 2019. "Impact of Green IS, Service Innovation and Customer Experience in influencing Customer Satisfaction and Environmental Performance," International Journal of Energy Economics and Policy, Econjournals, vol. 9(6), pages 379-385.
  42. Forrest V. Morgeson & Udit Sharma & Xiaoxu Wu Schultz & Anita Pansari & Ayalla Ruvio & G. Tomas M. Hult, 2024. "Weathering the crash: Do customer-company relationships pay off during economic crises?," Journal of the Academy of Marketing Science, Springer, vol. 52(2), pages 489-511, March.
  43. Nishio, Kazuki & Hoshino, Takahiro, 2024. "Quantifying the short- and long-term effects of promotional incentives in a loyalty program: Evidence from birthday rewards in a large retail company," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  44. Shahid, Shadma & Maseeh, Haroon Iqbal & Jebarajakirthy, Charles & Kumar Sharma, Bhuvanesh & Saha, Raiswa & Gupta, Shubhi, 2025. "Consumer confusion: A meta-analytic review," Journal of Business Research, Elsevier, vol. 192(C).
  45. Yao-Chen Kuo & Youngki Huh & Bon-Gang Hwang, 2022. "A Comparative analysis of residents’ satisfaction with apartment building management and maintenance services in South Korea and Taiwan," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(2), pages 395-412, April.
  46. Wang, Jiawei, 2023. "The relationship between loneliness and consumer shopping channel choice: Evidence from China," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  47. Sarkar, Mitali & Dey, Bikash Koli & Ganguly, Baishakhi & Saxena, Neha & Yadav, Dharmendra & Sarkar, Biswajit, 2023. "The impact of information sharing and bullwhip effects on improving consumer services in dual-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  48. Alessandro V. M. Oliveira & Bruno F. Oliveira & Moises D. Vassallo, 2024. "Airport service quality perception and flight delays: examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys," Papers 2401.02139, arXiv.org.
  49. Zongrun Wang & Mei Yang, 2020. "Effective allocation of financial services intensity and its impact on channel competition," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 41(8), pages 1473-1492, December.
  50. Tong, Tingting & Xu, Xun & Yan, Nina & Chen, Zhineng, 2023. "Examining the impact of information provision on E-tailers’ pricing strategies," International Journal of Production Economics, Elsevier, vol. 265(C).
  51. Pushpinder Gill & Stephen K. Kim, 2021. "From franchisee experience to customer experience: their effects on franchisee performance," Journal of the Academy of Marketing Science, Springer, vol. 49(6), pages 1175-1200, November.
  52. Shih-Hao Wu & Stephen Chi-Tsun Huang & Ching-Yi Daphne Tsai, 2022. "Lifelong good soldiers of higher education institutions: driving factors and obstructions of alumni loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 331-357, June.
  53. Quach, Sara & Barari, Mojtaba & Moudrý, Dann Vit & Quach, Ken, 2022. "Service integration in omnichannel retailing and its impact on customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  54. Oliveira, Alessandro V.M. & Oliveira, Bruno F. & Vassallo, Moisés D., 2023. "Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys," Research in Transportation Economics, Elsevier, vol. 102(C).
  55. Saintives, Camille, 2020. "Guilt online vs. offline: What are its consequences on consumer behavior?," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  56. Krishen, Anjala S. & Berezan, Orie & Agarwal, Shaurya & Kachen, Sheen, 2023. "Affective commitment recipes for wine clubs: Value goes beyond the vine," Journal of Business Research, Elsevier, vol. 157(C).
  57. Juan Antonio Jimber del Río & Ricardo David Hernández-Rojas & Virginia Navajas-Romero & Amalia Hidalgo-Fernández, 2020. "The Loyalty of Tourism in Synagogues: The Special Case of the Synagogue of Córdoba," IJERPH, MDPI, vol. 17(12), pages 1-18, June.
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