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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. Christina Voets & Arnt Wöhrmann, 2011. "Risikomanagement für kundenorientierte Vermögenswerte im Spannungsfeld zwischen Steuerung und Rechnungslegung," Metrika, Springer, vol. 21(4), pages 447-465, April.
  2. 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.
  3. María Rojas & María Camarero, 2006. "Experience and satisfaction of visitors to museums and cultural exhibitions," International Review on Public and Nonprofit Marketing, Springer, vol. 3(1), pages 49-65, June.
  4. 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.
  5. 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.
  6. Rust, Roland T. & Metters, Richard, 1996. "Mathematical models of service," European Journal of Operational Research, Elsevier, vol. 91(3), pages 427-439, June.
  7. 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.
  8. 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.
  9. 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.
  10. 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.
  11. 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.
  12. 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.
  13. 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).
  14. 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.
  15. 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.
  16. Lerbin R. Aritonang R., 2014. "Student Loyalty Modeling," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 26(1), pages 77-91.
  17. 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.
  18. 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.
  19. 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.
  20. 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.
  21. 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.
  22. 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.
  23. 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.
  24. Gürtler, Marc & Hartmann, Nora, 2003. "Behavioral dividend policy," Working Papers FW04V1, Technische Universität Braunschweig, Institute of Finance.
  25. 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.
  26. 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.
  27. 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.
  28. 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.
  29. 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.
  30. 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.
  31. 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.
  32. Ha, Sejin & Stoel, Leslie, 2009. "Consumer e-shopping acceptance: Antecedents in a technology acceptance model," Journal of Business Research, Elsevier, vol. 62(5), pages 565-571, May.
  33. 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.
  34. 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.
  35. Mair, Johanna, 2002. "Value creation through entrepreneurial activity: A multiple constituency approach," IESE Research Papers D/468, IESE Business School.
  36. 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.
  37. Ilaria Dalla Pozza, 2014. "Customer experiences as drivers of customer satisfaction," Working Papers 2014-416, Department of Research, Ipag Business School.
  38. M.Y. El-Bassiouni & M. Madi, T. Zoubeidi & M.Y. Hassan, 2012. "Developing customer satisfaction indices using SERVQUAL sampling surveys: A case study of Al-Ain municipality inspectors," Journal of Economic and Administrative Sciences, Emerald Group Publishing, vol. 28(2), pages 98-108, August.
  39. 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.
  40. 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.
  41. 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.
  42. 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.
  43. 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.
  44. 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.
  45. 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.
  46. 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.
  47. Giard, Vincent & Balin, Savas, 2007. "La qualité des services et leurs processus de production," Economics Papers from University Paris Dauphine 123456789/4165, Paris Dauphine University.
  48. 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.
  49. Jeffrey Dotson & Joseph Retzer & Greg Allenby, 2008. "Non-normal simultaneous regression models for customer linkage analysis," Quantitative Marketing and Economics, Springer, vol. 6(3), pages 257-277, September.
  50. Gounaris, Spiros P., 2006. "Internal-market orientation and its measurement," Journal of Business Research, Elsevier, vol. 59(4), pages 432-448, April.
  51. Michael Hoeck, 2007. "Analyse der Konformitätskosten – dargestellt am Beispiel des Kundenservice eines Versandhandelsunternehmens," Metrika, Springer, vol. 18(1), pages 61-82, April.
  52. Anna Torres & Josep A. Tribó, 2007. "Ownership structure, customer satisfaction and brand equity," Economics Working Papers 1016, Department of Economics and Business, Universitat Pompeu Fabra, revised Jun 2007.
  53. 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.
  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. 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.
  56. 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.
  57. 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.
  58. 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.
  59. 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, vol. 1(2), pages 75-88, December.
  60. 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.
  61. Taylor, David G. & Strutton, David, 2010. "Has e-marketing come of age? Modeling historical influences on post-adoption era Internet consumer behaviors," Journal of Business Research, Elsevier, vol. 63(9-10), pages 950-956, September.
  62. 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.
  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. repec:spr:pharme:v:4:y:2014:i:1:p:89-106 is not listed on IDEAS
  65. 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.
  66. 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.
  67. 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.
  68. 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.
  69. 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.
  70. Ming-Lu Wu, 2014. "Cross-border comparative studies of service quality and consumer satisfaction: some empirical results," Eurasian Business Review, Eurasia Business and Economics Society, vol. 4(1), pages 89-106, June.
  71. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
  72. 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, Springer, vol. 5(3), pages 293-312, September.
  73. 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.
  74. Olivier Furrer & Pierre Sollberger, 2007. "The dynamics and evolution of the service marketing literature: 1993–2003," Service Business, Springer, vol. 1(2), pages 93-117, June.
  75. Josep Raya Vílchez, 2009. "The Importance of the Indicator of Satisfaction Chosen," International Advances in Economic Research, International Atlantic Economic Society, vol. 15(2), pages 156-168, May.
  76. 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.
  77. 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.
  78. 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.
  79. Estelami, Hooman, 2003. "Sources, characteristics, and dynamics of postpurchase price complaints," Journal of Business Research, Elsevier, vol. 56(5), pages 411-419, May.
  80. Birgit Burböck, 2014. "Prospect Theory and SERVQUAL," Management, University of Primorska, Faculty of Management Koper, vol. 9(2), pages 155-168.
  81. 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.
  82. 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.
  83. 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).
  84. Torres, Anna & Tribó, Josep A., 2011. "Customer satisfaction and brand equity," Journal of Business Research, Elsevier, vol. 64(10), pages 1089-1096, October.
  85. Delacroix, Eva, 2003. "Le regret chez le consommateur : un état de l’art," Economics Papers from University Paris Dauphine 123456789/4260, Paris Dauphine University.
  86. 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.
  87. MARTISIUTE Sandra & VILUTYTE Gabriele & GRUNDEY Dainora, 2010. "Product or Brand? How Interrelationship between Customer Satisfaction and Customer Loyalty Work," European Journal of Interdisciplinary Studies, Bucharest Economic Academy, issue 01, March.
  88. 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.
  89. 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.
  90. 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).
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