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Citations for "The Antecedents and Consequences of Customer Satisfaction for Firms"

by Eugene W. Anderson & Mary W. Sullivan

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  1. Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, Open Access Journal, vol. 7(9), pages 12106, September.
  2. Prahinski, Carol & Kocabasoglu, Canan, 2006. "Empirical research opportunities in reverse supply chains," Omega, Elsevier, vol. 34(6), pages 519-532, December.
  3. Gounaris, Spiros P., 2006. "Internal-market orientation and its measurement," Journal of Business Research, Elsevier, vol. 59(4), pages 432-448, April.
  4. Anca Maria CONSTANTIN, 2012. "The antecedents of e-satisfaction and e-loyalty," Timisoara Journal of Economics, West University of Timisoara, Romania, Faculty of Economics and Business Administration, vol. 5(18), pages 236–252.
  5. Insuk Hwang & Hyukjin Kwon, 2016. "Effects of demotion in loyalty programs on brand-switching intentions," Service Business, Springer;Pan-Pacific Business Association, vol. 10(3), pages 489-505, September.
  6. Manfred Bruhn & Matthias Mayer-Vorfelder, 2011. "Kundenerfahrung als Forschungsgegenstand im Marketing - Konzeptionalisierung, Operationalisierung und empirische Befunde," Working papers 2011/01, Faculty of Business and Economics - University of Basel.
  7. Sylvie Rolland & Pierre Desmet, 2006. "Perceived quality in a multi-channel environment:Impact of website visits on perceived in-storequality," Post-Print halshs-00143032, HAL.
  8. Sunil Gupta & Valarie Zeithaml, 2006. "Customer Metrics and Their Impact on Financial Performance," Marketing Science, INFORMS, vol. 25(6), pages 718-739, 11-12.
  9. Ker-Tah Hsu, 2012. "The Advertising Effects of Corporate Social Responsibility on Corporate Reputation and Brand Equity: Evidence from the Life Insurance Industry in Taiwan," Journal of Business Ethics, Springer, vol. 109(2), pages 189-201, August.
  10. Olivier Furrer & Pierre Sollberger, 2007. "The dynamics and evolution of the service marketing literature: 1993–2003," Service Business, Springer;Pan-Pacific Business Association, vol. 1(2), pages 93-117, June.
  11. 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).
  12. Michael Hoeck, 2007. "Analyse der Konformitätskosten – dargestellt am Beispiel des Kundenservice eines Versandhandelsunternehmens," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 18(1), pages 61-82, April.
  13. Huei-Hsia Hsu & Chia-Cheng Chang & Tzu-Hong Lin, 2013. "An Empirical Study of Users' Continuance Intention and Word of Mouth Toward SNA (Social Network App)," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management, ToKnowPress.
  14. Lerbin R. Aritonang R., 2014. "Student Loyalty Modeling," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 26(1), pages 77-91.
  15. Celik, Erkan & Bilisik, Ozge Nalan & Erdogan, Melike & Gumus, Alev Taskin & Baracli, Hayri, 2013. "An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 28-51.
  16. Shun-Hsing Chen & Fei-Yun Chen & I-Ping Wu, 2014. "An Empirical Study of TQM Method Practices for Customer Satisfaction and Customer Loyalty," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(5), pages 18-31, May.
  17. Schulze, Birgit, 2012. "Herausforderungen Des Landhandels Unter Veränderten Marktbedingungen: Theoretische Überlegungen Und Empirische Evidenz," 52nd Annual Conference, Stuttgart, Germany, September 26-28, 2012 133053, German Association of Agricultural Economists (GEWISOLA).
  18. Alberto Sa Vinhas & Richard Gibbs, 2012. "Competitive channel relationship management: When resellers establish competing manufacturer relationships," Marketing Letters, Springer, vol. 23(3), pages 645-659, September.
  19. repec:dau:papers:123456789/4165 is not listed on IDEAS
  20. 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.
  21. Debanjan Mitra & Peter N. Golder, 2006. "How Does Objective Quality Affect Perceived Quality? Short-Term Effects, Long-Term Effects, and Asymmetries," Marketing Science, INFORMS, vol. 25(3), pages 230-247, 05-06.
  22. Anand Kumar Jaiswal & Rakesh Niraj, 2010. "Examining the Nonlinear Effects in Satisfaction-Loyalty-Behavioral Intentions Model," Working Papers id:2790, eSocialSciences.
  23. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
  24. Maysam Molaee & Reza Ansari & Hadi Teimuori, 2013. "Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 3(3), pages 1-9, July.
  25. Aoudji, Augustin K.N. & Adégbidi, Anselme & Ganglo, Jean C. & Agbo, Valentin & Yêvidé, Armand S.I. & De Cannière, Charles & Lebailly, Philippe, 2011. "Satisfaction across urban consumers of smallholder-produced teak (Tectona grandis L.f.) poles in South Benin," Forest Policy and Economics, Elsevier, vol. 13(8), pages 642-651, October.
  26. María Rojas & María Camarero, 2006. "Experience and satisfaction of visitors to museums and cultural exhibitions," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 3(1), pages 49-65, June.
  27. Hightower, Roscoe Jr & Brady, Michael K. & Baker, Thomas L., 2002. "Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events," Journal of Business Research, Elsevier, vol. 55(9), pages 697-707, September.
  28. Angulo-Ruiz, Fernando & Pergelova, Albena & Cheben, Juraj & Angulo-Altamirano, Eladio, 2016. "A cross-country study of marketing effectiveness in high-credence services," Journal of Business Research, Elsevier, vol. 69(9), pages 3636-3644.
  29. Mandy Loh & Maisarah Ahmad & Suhaila Abdul Kadir & Syed Shah Alam, 2015. "Influence Of Customer Values And Self-Image Congruity On Customer Behavior-Based Crm Performance," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 23-44, May.
  30. Keaveney, Susan M. & Huber, Frank & Herrmann, Andreas, 2007. "A model of buyer regret: Selected prepurchase and postpurchase antecedents with consequences for the brand and the channel," Journal of Business Research, Elsevier, vol. 60(12), pages 1207-1215, December.
  31. David Godes & Dina Mayzlin, 2009. "Firm-Created Word-of-Mouth Communication: Evidence from a Field Test," Marketing Science, INFORMS, vol. 28(4), pages 721-739, 07-08.
  32. Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
  33. Wu, Chih-Wen, 2016. "Destination loyalty modeling of the global tourism," Journal of Business Research, Elsevier, vol. 69(6), pages 2213-2219.
  34. Walsh, Gianfranco & Shiu, Edward & Hassan, Louise M. & Michaelidou, Nina & Beatty, Sharon E., 2011. "Emotions, store-environmental cues, store-choice criteria, and marketing outcomes," Journal of Business Research, Elsevier, vol. 64(7), pages 737-744, July.
  35. Pierre Rostan & Alexandra Rostan, 2012. "Assessing the Predictive Power of Customer Satisfaction for Financial and Market Performances: Price-to-Earnings Ratio is a Better Predictor Overall," International Review of Management and Marketing, Econjournals, vol. 2(1), pages 59-74.
  36. Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
  37. Mahmoud ABDEL HAMID SALEH & Abdulrahman ALTHONAYAN & Ayman ALHABIB & Essa ALRASHEEDI & Ghafar ALQAHTANI, 2015. "Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia," Expert Journal of Marketing, Sprint Investify, vol. 3(2), pages 62-72.
  38. Gomez, Miguel I. & McLaughlin, Edward W. & Wittink, Dick R., 2003. "Do Changes In Customer Satisfaction Lead To Changes In Performance In Food Retailing?," 2003 Annual meeting, July 27-30, Montreal, Canada 22048, American Agricultural Economics Association (New Name 2008: Agricultural and Applied Economics Association).
  39. Goode, Sigi & Lin, Chinho & Fernandez, Walter & Jiang, James J., 2014. "Exploring two explanations of loyalty in application service provision," European Journal of Operational Research, Elsevier, vol. 237(2), pages 649-657.
  40. Dr. Neelotpaul Banerjee & Santosh Sah, 2012. "A Comparative Study of Customers¡¯ Perceptions of Service Quality Dimensions between Public and Private Banks in India," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 3(5), pages 33-44, September.
  41. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
  42. 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.
  43. Reiner, Gerald, 2005. "Customer-oriented improvement and evaluation of supply chain processes supported by simulation models," International Journal of Production Economics, Elsevier, vol. 96(3), pages 381-395, June.
  44. Chow, Clement Kong Wing, 2015. "On-time performance, passenger expectations and satisfaction in the Chinese airline industry," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 39-47.
  45. Teck-Hua Ho & Young-Hoon Park & Yong-Pin Zhou, 2006. "Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Lifetime Value," Marketing Science, INFORMS, vol. 25(3), pages 260-277, 05-06.
  46. Lee, Sang-Yong Tom & Kim, Hee-Woong & Gupta, Sumeet, 2009. "Measuring open source software success," Omega, Elsevier, vol. 37(2), pages 426-438, April.
  47. Ronald J. Degen, 2013. "Satisfaction of Patients in Health Care: Some Critical Issues with Research Projects that Measure Satisfaction," Working Papers 95, globADVANTAGE, Polytechnic Institute of Leiria.
  48. repec:spr:eurasi:v:4:y:2014:i:1:p:89-106 is not listed on IDEAS
  49. Herrmann, Andreas & Huber, Frank & Braunstein, Christine, 2000. "Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction," International Journal of Production Economics, Elsevier, vol. 66(1), pages 77-96, June.
  50. Torres, Anna & Tribó, Josep A., 2011. "Customer satisfaction and brand equity," Journal of Business Research, Elsevier, vol. 64(10), pages 1089-1096, October.
  51. Antonides, G. & Verhoef, P.C., 2000. "Consumer Perception and Evaluation of Waiting Time," ERIM Report Series Research in Management ERS-2000-35-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  52. Erifili Papista & Athanasios Krystallis, 2013. "Investigating the Types of Value and Cost of Green Brands: Proposition of a Conceptual Framework," Journal of Business Ethics, Springer, vol. 115(1), pages 75-92, June.
  53. Pillai, Rajasekharan & Babu, Febina & Hameed, Hana & Rajan, Remya & Vijay, Shiji, 2009. "How Fragrant are perfumes? A Micro Perspective from Middle East," MPRA Paper 19591, University Library of Munich, Germany, revised Nov 2009.
  54. Johnson, Michael D. & Nader, Georg & Fornell, Claes, 1996. "Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans," Journal of Economic Psychology, Elsevier, vol. 17(2), pages 163-182, April.
  55. repec:kap:iaecre:v:15:y:2009:i:2:p:156-168 is not listed on IDEAS
  56. Rajaguru, Rajesh, 2016. "Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 114-122.
  57. Briggs, Elten & Landry, Timothy D. & Daugherty, Patricia J., 2007. "Patronage in continually delivered business service contexts," Journal of Business Research, Elsevier, vol. 60(11), pages 1144-1151, November.
  58. Martinez Caro, Laura & Martinez Garcia, Jose Antonio, 2007. "Cognitive-affective model of consumer satisfaction. An exploratory study within the framework of a sporting event," Journal of Business Research, Elsevier, vol. 60(2), pages 108-114, February.
  59. Steven M. Shugan, 2002. "Editorial: Marketing Science, Models, Monopoly Models, and Why We Need Them," Marketing Science, INFORMS, vol. 21(3), pages 223-228.
  60. Roger Betancourt & Monica Cortiñas & Margarita Elorz & Jose Mugica, 2007. "The demand for and the supply of distribution services: A basis for the analysis of customer satisfaction in retailing," Quantitative Marketing and Economics (QME), Springer, vol. 5(3), pages 293-312, September.
  61. Annabell Franz & Christian Schaper & Achim Spiller & Ludwig Theuvsen, 2010. "Geschäftsbeziehungen zwischen Landwirten und Lohnunternehmen: Ergebnisse einer empirischen Analyse," Journal of Socio-Economics in Agriculture (Until 2015: Yearbook of Socioeconomics in Agriculture), Swiss Society for Agricultural Economics and Rural Sociology, vol. 3(1), pages 195-230.
  62. Xiaoqing Jing & Jinhong Xie, 2011. "Group Buying: A New Mechanism for Selling Through Social Interactions," Management Science, INFORMS, vol. 57(8), pages 1354-1372, August.
  63. Calabuig, F. & Núñez-Pomar, Juan & Prado-Gascó, Vicente & Añó, V., 2014. "Effect of price increases on future intentions of sport consumers," Journal of Business Research, Elsevier, vol. 67(5), pages 729-733.
  64. Inman, J.J. & Zeelenberg, M., 1998. ""Wow, I could've had a V8!" : The role of regret in consumer choice," Discussion Paper 1998-79, Tilburg University, Center for Economic Research.
  65. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
  66. Jahanzaib Ali & Abul Mannan & Khalil Ahmad, 2015. "Determinants of retail service quality – an empirical evidence from Pakistan," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 4(1), pages 35-42, March.
  67. Hartmann, Patrick & Apaolaza Ibanez, Vanessa, 2007. "Managing customer loyalty in liberalized residential energy markets: The impact of energy branding," Energy Policy, Elsevier, vol. 35(4), pages 2661-2672, April.
  68. Usman YOUSAF & Mohsin ALTAF & Mohammad Majid Mehmood BAGRAM & Haroon HUSSAIN, 2012. "Employing Decentring To Assess Quality Of Services And Its Contribution Towards Satisfaction," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 69-78, May.
  69. Theodorakis, Nicholas D. & Alexandris, Kostas & Tsigilis, Nikolaos & Karvounis, Serafim, 2013. "Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality," Sport Management Review, Elsevier, vol. 16(1), pages 85-96.
  70. Jonathan D. Bohlmann & José Antonio Rosa & Ruth N. Bolton & William J. Qualls, 2006. "The Effect of Group Interactions on Satisfaction Judgments: Satisfaction Escalation," Marketing Science, INFORMS, vol. 25(4), pages 301-321, July.
  71. Tam, Jackie L. M., 2005. "Examining the dynamics of consumer expectations in a Chinese context," Journal of Business Research, Elsevier, vol. 58(6), pages 777-786, June.
  72. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
  73. repec:spr:pharme:v:4:y:2014:i:1:p:89-106 is not listed on IDEAS
  74. Chen, Ching-Fu, 2008. "Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(4), pages 709-717, May.
  75. Jolley, Bill & Mizerski, Richard & Olaru, Doina, 2006. "How habit and satisfaction affects player retention for online gambling," Journal of Business Research, Elsevier, vol. 59(6), pages 770-777, June.
  76. Shawnee K. Vickery & Cornelia Droge & Theodore P. Stank & Thomas J. Goldsby & Robert E. Markland, 2004. "The Performance Implications of Media Richness in a Business-to-Business Service Environment: Direct Versus Indirect Effects," Management Science, INFORMS, vol. 50(8), pages 1106-1119, August.
  77. Eurico, Sofia & Valle, Patrícia & Silva, João Albino & Marques, Catarina, 2012. "Segmenting Graduate Consumers of Higher Education in Tourism: An Extension of the ECSI Model," Spatial and Organizational Dynamics Discussion Papers 2012-7, CIEO-Research Centre for Spatial and Organizational Dynamics, University of Algarve.
  78. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
  79. Vikas Mittal & Eugene W. Anderson & Akin Sayrak & Pandu Tadikamalla, 2005. "Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction," Marketing Science, INFORMS, vol. 24(4), pages 544-555, August.
  80. van Riel, A.C.R. & Liljander, V.M. & Lemmink, J.G.A.M. & Streukens, A.C.P., 2003. "Boost customer loyalty with online support: the case of mobile telecoms providers," Research Memorandum 014, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  81. 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.
  82. Luiz Moutinho & Graeme D. Hutcheson, 2006. "Store Patronage: The Utility Of A Multi-Method, Multi-Nomial Logistic Regression Model For Predicting Store Choice," Portuguese Journal of Management Studies, ISEG, Universidade de Lisboa, vol. 0(1), pages 5-25.
  83. Steven M. Shugan, 2002. "The Mission of Marketing Science," Marketing Science, INFORMS, vol. 21(1), pages 1-13.
  84. El Ouardighi, Fouad & Pasin, Federico, 2006. "Quality improvement and goodwill accumulation in a dynamic duopoly," European Journal of Operational Research, Elsevier, vol. 175(2), pages 1021-1032, December.
  85. Kolias, Georgios D. & Dimelis, Sophia P. & Filios, Vasilios P., 2011. "An empirical analysis of inventory turnover behaviour in Greek retail sector: 2000-2005," International Journal of Production Economics, Elsevier, vol. 133(1), pages 143-153, September.
  86. Birgit Burböck, 2014. "Prospect Theory and SERVQUAL," Management, University of Primorska, Faculty of Management Koper, vol. 9(2), pages 155-168.
  87. Muhammad Imran Qureshi & Muhammad Aamir Khan & Khalid Zaman, 2012. "Structural Investigation of Service Quality in Conventional and Islamic Banking in Pakistan," International Review of Management and Marketing, Econjournals, vol. 2(2), pages 99-105.
  88. Ali, Muhammad & Raza, Syed Ali, 2015. "Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model," MPRA Paper 64039, University Library of Munich, Germany.
  89. Bernhardt, Kenneth L. & Donthu, Naveen & Kennett, Pamela A., 2000. "A Longitudinal Analysis of Satisfaction and Profitability," Journal of Business Research, Elsevier, vol. 47(2), pages 161-171, February.
  90. M.Y. El-Bassiouni, 2012. "Developing customer satisfaction indices using SERVQUAL sampling surveys," Journal of Economic and Administrative Sciences, Emerald Group Publishing, vol. 28(2), pages 98-108, April.
  91. Ringle, Christian M., 2006. "Segmentation for path models and unobserved heterogeneity: The finite mixture partial least squares approach," MPRA Paper 10734, University Library of Munich, Germany.
  92. Hooley, Graham J. & Greenley, Gordon E. & Cadogan, John W. & Fahy, John, 2005. "The performance impact of marketing resources," Journal of Business Research, Elsevier, vol. 58(1), pages 18-27, January.
  93. Dabholkar, Pratibha A. & Abston, Kristie A., 2008. "The role of customer contact employees as external customers: A conceptual framework for marketing strategy and future research," Journal of Business Research, Elsevier, vol. 61(9), pages 959-967, September.
  94. Venus Lun, Y.H. & Lai, Kee-hung & Wong, Christina W.Y. & Cheng, T.C.E., 2015. "Greening propensity and performance implications for logistics service providers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 74(C), pages 50-62.
  95. repec:dau:papers:123456789/4260 is not listed on IDEAS
  96. Guo, Lin & Xiao, Jing Jian & Tang, Chuanyi, 2009. "Understanding the psychological process underlying customer satisfaction and retention in a relational service," Journal of Business Research, Elsevier, vol. 62(11), pages 1152-1159, November.
  97. Alford, Bruce L. & Sherrell, Daniel L., 1996. "The role of affect in consumer satisfaction judgments of credence-based services," Journal of Business Research, Elsevier, vol. 37(1), pages 71-84, September.
  98. Vishal Gaur & Young-Hoon Park, 2007. "Asymmetric Consumer Learning and Inventory Competition," Management Science, INFORMS, vol. 53(2), pages 227-240, February.
  99. Chinho Lin & Yu-Huei Wei, 2013. "Measurement of Disconfirmation in Online Purchasing Behavior," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management, ToKnowPress.
  100. Mair, Johanna, 2002. "Value creation through entrepreneurial activity: A multiple constituency approach," IESE Research Papers D/468, IESE Business School.
  101. Christina Voets & Arnt Wöhrmann, 2011. "Risikomanagement für kundenorientierte Vermögenswerte im Spannungsfeld zwischen Steuerung und Rechnungslegung," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 21(4), pages 447-465, April.
  102. Greenwell, T. Christopher & Fink, Janet S. & Pastore, Donna L., 2002. "Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience," Sport Management Review, Elsevier, vol. 5(2), pages 129-148, November.
  103. Lun, Y.H. Venus & Shang, Kuo-chung & Lai, Kee-hung & Cheng, T.C.E., 2016. "Examining the influence of organizational capability in innovative business operations and the mediation of profitability on customer satisfaction: An application in intermodal transport operators in ," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 179-188.
  104. repec:ipg:wpaper:2014-416 is not listed on IDEAS
  105. Doniyor Azuizkulov, 2013. "Country of origin and brand loyalty on cosmetic products among Universiti Utara Malaysia students," Economic Analysis Working Papers (2002-2010). Atlantic Review of Economics (2011-2016), Colexio de Economistas de A Coruña, Spain and Fundación Una Galicia Moderna, vol. 2, pages -, December.
  106. Praveen K. Kopalle & Donald R. Lehmann, 2006. "Setting Quality Expectations When Entering a Market: What Should the Promise Be?," Marketing Science, INFORMS, vol. 25(1), pages 8-24, 01-02.
  107. Lai, Wen-Tai & Chen, Ching-Fu, 2011. "Behavioral intentions of public transit passengers--The roles of service quality, perceived value, satisfaction and involvement," Transport Policy, Elsevier, vol. 18(2), pages 318-325, March.
  108. Sylvie Rolland, 2005. "Evolution technologique et qualité :Impact de l'utilisation des sites Web sur la qualité perçue en magasin," Post-Print halshs-00143042, HAL.
  109. Saeidi, Sayedeh Parastoo & Sofian, Saudah & Saeidi, Parvaneh & Saeidi, Sayyedeh Parisa & Saaeidi, Seyyed Alireza, 2015. "How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction," Journal of Business Research, Elsevier, vol. 68(2), pages 341-350.
  110. Susan Coleman & Mary Carsky, 1996. "Women Owned Businesses and Bank Switching: The Role of Customer Service," Journal of Entrepreneurial Finance, Pepperdine University, Graziadio School of Business and Management, vol. 5(1), pages 75-83, Spring.
  111. Roland T. Rust & J. Jeffrey Inman & Jianmin Jia & Anthony Zahorik, 1999. "What You Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions," Marketing Science, INFORMS, vol. 18(1), pages 77-92.
  112. Toufaily, Elissar & Ricard, Line & Perrien, Jean, 2013. "Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and proposal of an integrative model," Journal of Business Research, Elsevier, vol. 66(9), pages 1436-1447.
  113. O'Loughlin, Christina & Coenders, Germà, 2002. "Application of the European Customer Satisfaction Index to Postal Services. Structural Equation Models versus Partial Least Squares," Working Papers of the Department of Economics, University of Girona 4, Department of Economics, University of Girona.
  114. Josep Raya Vílchez, 2009. "The Importance of the Indicator of Satisfaction Chosen," International Advances in Economic Research, Springer;International Atlantic Economic Society, vol. 15(2), pages 156-168, May.
  115. Steven M. Shugan, 2008. "Editorial—Introduction to the Special Classics Issue," Marketing Science, INFORMS, vol. 27(1), pages 9-11, 01-02.
  116. Hui-Hsin HUANG, 2015. "The Probability Model of Expectation Disconfirmation Process," Expert Journal of Marketing, Sprint Investify, vol. 3(1), pages 11-16.
  117. Bolton, R.N. & Lemo, K.N. & Verhoef, P.C., 2002. "The Theoretical Underpinnings of Customer Asset Management," ERIM Report Series Research in Management ERS-2002-80-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  118. Abdullah Mohammad Al-Hersh & Abdelmo'ti Suleiman Aburoub & Abdalelah S. Saaty, 2014. "The Impact of Customer Relationship Marketing on Customer Satisfaction of the Arab Bank Services," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(5), pages 67-100, May.
  119. Jones, Michael A. & Mothersbaugh, David L. & Beatty, Sharon E., 2002. "Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes," Journal of Business Research, Elsevier, vol. 55(6), pages 441-450, June.
  120. Estelami, Hooman, 2003. "Sources, characteristics, and dynamics of postpurchase price complaints," Journal of Business Research, Elsevier, vol. 56(5), pages 411-419, May.
  121. Juliette Passebois & Philippe Aurier, 2004. "Building consumer/arts institution relationships: An exploratory study in contemporary art museums," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 1(2), pages 75-88, December.
  122. Rambocas, Meena & Meneses, Raquel & Monteiro, Carlos & Brito, Pedro Quelhas, 2015. "Direct or indirect channel structures. Evaluating the impact of channel governance structure on export performance," International Business Review, Elsevier, vol. 24(1), pages 124-132.
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