-
1
-
-
0002122931
-
Industrial Purchasing: An Empirical Exploration of the Buyclass Framework
-
Anderson, E., W. Chu, and B. Weitz (1987), "Industrial Purchasing: An Empirical Exploration of the Buyclass Framework,"Journal of Marketing, 51 (July), 71-86.
-
(1987)
Journal of Marketing
, vol.51
, Issue.July
, pp. 71-86
-
-
Anderson, E.1
Chu, W.2
Weitz, B.3
-
2
-
-
0011939750
-
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
-
Anderson, E., C. Fornell, and D. R. Lehmann (1994), "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden,"Journal of Marketing, 58 (July), 53-66.
-
(1994)
Journal of Marketing
, vol.58
, Issue.July
, pp. 53-66
-
-
Anderson, E.1
Fornell, C.2
Lehmann, D.R.3
-
3
-
-
0040438421
-
Perceived Risk: Sociometric Integration and Word of Mouth in the Adoption of a New Food Product
-
in, D. Fox, ed, Boston: Harvard University Press
-
Arndt, J. (1967), "Perceived Risk: Sociometric Integration and Word of Mouth in the Adoption of a New Food Product," in Risk Taking and Information Handling in Consumer Behavior, D. Fox, ed. Boston: Harvard University Press.
-
(1967)
Risk Taking and Information Handling in Consumer Behavior
-
-
Arndt, J.1
-
6
-
-
0020183162
-
Regret in Decision Making under Uncertainty
-
Bell, D. E. (1982), "Regret in Decision Making under Uncertainty,"Operational Research, 30 (5), 961-980.
-
(1982)
Operational Research
, vol.30
, Issue.5
, pp. 961-980
-
-
Bell, D.E.1
-
8
-
-
0000429475
-
A Multistage Model of Customers' Assessment of Service Quality and Value
-
Bolton, R. N. and J. H. Drew (1991), "A Multistage Model of Customers' Assessment of Service Quality and Value,"Journal of Consumer Research, 54 (April), 69-82.
-
(1991)
Journal of Consumer Research
, vol.54
, Issue.April
, pp. 69-82
-
-
Bolton, R.N.1
Drew, J.H.2
-
9
-
-
0042916415
-
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
-
Boulding, W., A. Kalra, R. Staeling, and V. Zeithaml (1993), "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions,"Journal of Marketing Research, 30 (February), 7-27.
-
(1993)
Journal of Marketing Research
, vol.30
, Issue.February
, pp. 7-27
-
-
Boulding, W.1
Kalra, A.2
Staeling, R.3
Zeithaml, V.4
-
10
-
-
0002381637
-
Measuring Service Quality: A Reexamination and Extension
-
Cronin, J. J. and S. A. Taylor (1992), "Measuring Service Quality: A Reexamination and Extension,"Journal of Marketing, 56 (July), 55-68.
-
(1992)
Journal of Marketing
, vol.56
, Issue.July
, pp. 55-68
-
-
Cronin, J.J.1
Taylor, S.A.2
-
11
-
-
0002829174
-
Free Competition and the Optimal Amount of Fraud
-
Daby, M. R. and E. Karni (1973), "Free Competition and the Optimal Amount of Fraud,"Journal of Law and Economics, 16 (April), 67-88.
-
(1973)
Journal of Law and Economics
, vol.16
, Issue.April
, pp. 67-88
-
-
Daby, M.R.1
Karni, E.2
-
13
-
-
0002469577
-
A National Customer Satisfaction Barometer: The Swedish Experience
-
Fornell, C. (1992), "A National Customer Satisfaction Barometer: The Swedish Experience,"Journal of Marketing, 55 (January), 1-21.
-
(1992)
Journal of Marketing
, vol.55
, Issue.January
, pp. 1-21
-
-
Fornell, C.1
-
14
-
-
0030518346
-
The American Customer Satisfaction Index: Nature, Purpose and Findings
-
Fornell, C., M. D. Johnson, E. W. Anderson, J. Cha, and B. E. Bryant (1996), "The American Customer Satisfaction Index: Nature, Purpose and Findings,"Journal of Marketing, 60 (October), 7-18.
-
(1996)
Journal of Marketing
, vol.60
, Issue.October
, pp. 7-18
-
-
Fornell, C.1
Johnson, M.D.2
Anderson, E.W.3
Cha, J.4
Bryant, B.E.5
-
15
-
-
0003506109
-
-
3rd ed, New York: Macmillan
-
Hair, J. F., R. E. Anderson, R. L. Tatham, and W. Black (1992), Multivariate Data Analysis: With Readings, 3rd ed.New York: Macmillan.
-
(1992)
Multivariate Data Analysis: With Readings
-
-
Hair, J.F.1
Anderson, R.E.2
Tatham, R.L.3
Black, W.4
-
16
-
-
0000927765
-
The Shadow of the Future: Effects of Anticipated Interaction and Frequency of Contact on Buyer-Seller Cooperation
-
Heide, J. B. and A. S. Miner (1992), "The Shadow of the Future: Effects of Anticipated Interaction and Frequency of Contact on Buyer-Seller Cooperation,"Academy of Management Journal, 35 (2), 265-291.
-
(1992)
Academy of Management Journal
, vol.35
, Issue.2
, pp. 265-291
-
-
Heide, J.B.1
Miner, A.S.2
-
17
-
-
0031475579
-
The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development
-
Henning-Thurau, T. and A. Klee (1997), "The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development,"Psychology and Marketing, 14 (8), 737-764.
-
(1997)
Psychology and Marketing
, vol.14
, Issue.8
, pp. 737-764
-
-
Henning-Thurau, T.1
Klee, A.2
-
18
-
-
0003610739
-
-
Cambridge, MA: Harvard University Press
-
Hirschman, A. O. (1970), Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States. Cambridge, MA: Harvard University Press.
-
(1970)
Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States
-
-
Hirschman, A.O.1
-
19
-
-
0001909504
-
Quality and Value in the Consumption Experience: Phaedrus Rides Again
-
in, J. Jacoby and J. Olson, eds., Lexington, MA: Lexington
-
Holbrook, M. B. and K. P. Corfman (1985), "Quality and Value in the Consumption Experience: Phaedrus Rides Again," in Perceived Quality, J. Jacoby and J. Olson, eds. Lexington, MA: Lexington, 31-57.
-
(1985)
Perceived Quality
, pp. 31-57
-
-
Holbrook, M.B.1
Corfman, K.P.2
-
22
-
-
0031286036
-
A Generalized Utility Model of Disappointment and Regret Effects on Post-Choice Valuation
-
Inman, J. J., J. S. Dyer, and J. Jia (1997), "A Generalized Utility Model of Disappointment and Regret Effects on Post-Choice Valuation,"Marketing Science, 16 (2), 97-111.
-
(1997)
Marketing Science
, vol.16
, Issue.2
, pp. 97-111
-
-
Inman, J.J.1
Dyer, J.S.2
Jia, J.3
-
23
-
-
0004166540
-
-
Chicago: Scientific Software International
-
Jöreskog, K. G. and D. Sörbom (1993), LISREL. Chicago: Scientific Software International.
-
(1993)
LISREL
-
-
Jöreskog, K.G.1
Sörbom, D.2
-
24
-
-
79959409325
-
-
paper presented at the Nebraska Symposium on Motivation, Lincoln
-
Kelley, H. H. (1967), "Attribution Theory in Social Psychology," paper presented at the Nebraska Symposium on Motivation, Lincoln.
-
(1967)
Attribution Theory in Social Psychology
-
-
Kelley, H.H.1
-
25
-
-
84911359492
-
The Nature of Customer Relationships in Services
-
in, T. A. Swartz, D. E. Bowen, and S. W. Brown, eds., Greenwich, CT: JAI
-
Liljander, V. and T. Strandvik (1995), "The Nature of Customer Relationships in Services," in Advances in Services Marketing and Management, Vol. 4, T. A. Swartz, D. E. Bowen, and S. W. Brown, eds. Greenwich, CT: JAI, 141-168.
-
(1995)
Advances in Services Marketing and Management
, vol.4
, pp. 141-168
-
-
Liljander, V.1
Strandvik, T.2
-
26
-
-
0000923828
-
Regret Theory: An Alternative Theory of Rational Choice under Uncertainty
-
Loomes, G. and R. Sugden (1982), "Regret Theory: An Alternative Theory of Rational Choice under Uncertainty,"The Economic Journal, 92 (December), 805-824.
-
(1982)
The Economic Journal
, vol.92
, Issue.December
, pp. 805-824
-
-
Loomes, G.1
Sugden, R.2
-
27
-
-
0000424077
-
Information and Consumer Behavior
-
Nelson, P. (1970), "Information and Consumer Behavior,"Journal of Political Economy, 78 (July/August), 311-329.
-
(1970)
Journal of Political Economy
, vol.78
, Issue.July-August
, pp. 311-329
-
-
Nelson, P.1
-
28
-
-
0000396442
-
A Cognitive Model of the Antecedence and Consequences of Satisfaction Decisions
-
Oliver, R. L. (1980), "A Cognitive Model of the Antecedence and Consequences of Satisfaction Decisions,"Journal of Marketing Research, 17 (September), 46-49.
-
(1980)
Journal of Marketing Research
, vol.17
, Issue.September
, pp. 46-49
-
-
Oliver, R.L.1
-
29
-
-
0002757343
-
Measurement and Evaluation of Satisfaction Process in Retailer Selling
-
Oliver, R. L. (1981), "Measurement and Evaluation of Satisfaction Process in Retailer Selling,"Journal of Retailing, 57 (Fall), 25-48.
-
(1981)
Journal of Retailing
, vol.57
, Issue.Fall
, pp. 25-48
-
-
Oliver, R.L.1
-
30
-
-
0000988688
-
An Investigation of the Attributes Basis of Emotion and Related Affects in Consumption: Suggestions for a Stage-Specific Satisfaction Framework
-
in J. Sherry and B. Sternhalt, eds., Provo, UT: Association of Consumer Research
-
Oliver, R. L. (1992), "An Investigation of the Attributes Basis of Emotion and Related Affects in Consumption: Suggestions for a Stage-Specific Satisfaction Framework," in Advances in Consumer Research, Vol. 19, J. Sherry and B. Sternhalt, eds. Provo, UT: Association of Consumer Research, 237-244.
-
(1992)
Advances in Consumer Research
, vol.19
, pp. 237-244
-
-
Oliver, R.L.1
-
31
-
-
0001899030
-
A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts
-
in, T. A. Swartz, D. E. Bowen, and S. W. Brown, eds., Greenwich, CT: JAI
-
Oliver, R. L. (1993), "A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts," in Advances in Services Marketing and Management: Research and Practice, Vol. 2, T. A. Swartz, D. E. Bowen, and S. W. Brown, eds. Greenwich, CT: JAI, 65-85.
-
(1993)
Advances in Services Marketing and Management: Research and Practice
, vol.2
, pp. 65-85
-
-
Oliver, R.L.1
-
33
-
-
0001940991
-
Perceived Quality in Consumer Decision Making: An Integrated Theoretical Perspective
-
in, J. Jacoby and J. Olson, eds., Lexington, MA: Lexington Books
-
Olshavsky, R. W. (1985), "Perceived Quality in Consumer Decision Making: An Integrated Theoretical Perspective," in Perceived Quality, J. Jacoby and J. Olson, eds. Lexington, MA: Lexington Books, 3-29.
-
(1985)
Perceived Quality
, pp. 3-29
-
-
Olshavsky, R.W.1
-
35
-
-
0025486182
-
Zero Defections: Quality Comes to Services
-
Reichheld, F. and W. E. Sasser (1990), "Zero Defections: Quality Comes to Services,"Harvard Business Review, 68 (September-October), 105-111.
-
(1990)
Harvard Business Review
, vol.68
, Issue.September-October
, pp. 105-111
-
-
Reichheld, F.1
Sasser, W.E.2
-
36
-
-
0002345345
-
Service Quality: Insights and Managerial Implications from the Frontier
-
in, R. T. Rust and R. L. Oliver, eds., Thousand Oaks, CA: Sage
-
Rust, R. and R. L. Oliver (1994), "Service Quality: Insights and Managerial Implications from the Frontier," in New Directions in Theory and Practice, R. T. Rust and R. L. Oliver, eds. Thousand Oaks, CA: Sage, 1-19.
-
(1994)
New Directions in Theory and Practice
, pp. 1-19
-
-
Rust, R.1
Oliver, R.L.2
-
37
-
-
39149097400
-
Customer Satisfaction, Customer Retention, and Market Share
-
Rust, R. and A. J. Zahorik (1993), "Customer Satisfaction, Customer Retention, and Market Share,"Journal of Retailing, 69 (2), 193-215.
-
(1993)
Journal of Retailing
, vol.69
, Issue.2
, pp. 193-215
-
-
Rust, R.1
Zahorik, A.J.2
-
38
-
-
0012632518
-
-
Marketing Science Institute
-
Rust, R., A. J. Zahorik, and T. L. Keiningham (1994), "Return on Quality (ROQ): Making Service Quality Financially Accountable," Report No. 94-106, Marketing Science Institute.
-
(1994)
Return on Quality (ROQ): Making Service Quality Financially Accountable, Report No. 94-106
-
-
Rust, R.1
Zahorik, A.J.2
Keiningham, T.L.3
-
41
-
-
33845336710
-
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters
-
Smith, A. K. and R. Bolton (1998), "An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters,"Journal of Service Research, 1 (1), 65-81.
-
(1998)
Journal of Service Research
, vol.1
, Issue.1
, pp. 65-81
-
-
Smith, A.K.1
Bolton, R.2
-
43
-
-
0002884432
-
A Rating Scale for Measuring Product/Service Satisfaction
-
Westbrook, R. A. (1980), "A Rating Scale for Measuring Product/Service Satisfaction,"Journal of Marketing, 44 (Fall), 68-72.
-
(1980)
Journal of Marketing
, vol.44
, Issue.Fall
, pp. 68-72
-
-
Westbrook, R.A.1
-
45
-
-
0001470630
-
Transaction Cost Economics: The Governance of Contractual Relations
-
Williamson, O. E. (1979), "Transaction Cost Economics: The Governance of Contractual Relations,"Journal of Law and Economics, 22 (October), 3-61.
-
(1979)
Journal of Law and Economics
, vol.22
, Issue.October
, pp. 3-61
-
-
Williamson, O.E.1
-
47
-
-
0002667763
-
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
-
Zeithaml, V. A. (1988), "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,"Journal of Marketing, 52 (July), 2-22.
-
(1988)
Journal of Marketing
, vol.52
, Issue.July
, pp. 2-22
-
-
Zeithaml, V.A.1
-
48
-
-
58049133820
-
The Nature and Determinants of Customer Expectations of Service
-
Zeithaml, V. A., L. Berry, and A. Parasuraman (1991), "The Nature and Determinants of Customer Expectations of Service,"Journal of the Academy of Marketing Science, 21 (Winter), 1-12.
-
(1991)
Journal of the Academy of Marketing Science
, vol.21
, Issue.Winter
, pp. 1-12
-
-
Zeithaml, V.A.1
Berry, L.2
Parasuraman, A.3
-
49
-
-
0030548125
-
The Behavioral Consequences of Service Quality
-
Zeithaml, V. A., L. Berry, and A. Parasuraman (1996), "The Behavioral Consequences of Service Quality,"Journal of Marketing, 60 (April), 31-46.
-
(1996)
Journal of Marketing
, vol.60
, Issue.April
, pp. 31-46
-
-
Zeithaml, V.A.1
Berry, L.2
Parasuraman, A.3
|