-
1
-
-
33947578062
-
Customer satisfaction and word-of-mouth
-
Anderson E.A. Customer satisfaction and word-of-mouth. J Serv Res 1 1 (1998) 1-14
-
(1998)
J Serv Res
, vol.1
, Issue.1
, pp. 1-14
-
-
Anderson, E.A.1
-
2
-
-
41649112685
-
Structural equation modeling in practice: a review and recommended two-step approach
-
Anderson J.C., and Gerbing D.W. Structural equation modeling in practice: a review and recommended two-step approach. Psychol Bull 103 3 (1988) 411-423
-
(1988)
Psychol Bull
, vol.103
, Issue.3
, pp. 411-423
-
-
Anderson, J.C.1
Gerbing, D.W.2
-
3
-
-
0002672359
-
A model of distributor firm and manufacturer firm working partnerships
-
Anderson J.C., and Narus J.A. A model of distributor firm and manufacturer firm working partnerships. J Mark 54 1 (1990) 42-58
-
(1990)
J Mark
, vol.54
, Issue.1
, pp. 42-58
-
-
Anderson, J.C.1
Narus, J.A.2
-
4
-
-
20444405530
-
The antecedents and consequences of customer satisfaction for firms
-
Anderson E.W., and Sullivan M.W. The antecedents and consequences of customer satisfaction for firms. Mark Sci 12 2 (1993) 125-143
-
(1993)
Mark Sci
, vol.12
, Issue.2
, pp. 125-143
-
-
Anderson, E.W.1
Sullivan, M.W.2
-
5
-
-
0000357545
-
Estimating nonresponse bias in mail surveys
-
Armstrong J.S., and Overton T.S. Estimating nonresponse bias in mail surveys. J Mark Res 14 3 (1977) 396-402
-
(1977)
J Mark Res
, vol.14
, Issue.3
, pp. 396-402
-
-
Armstrong, J.S.1
Overton, T.S.2
-
6
-
-
84993043344
-
The impact of structure and process attributes on satisfaction and behavioral intentions
-
Bendall-Lyon D., and Powers T.L. The impact of structure and process attributes on satisfaction and behavioral intentions. J Serv Mark 18 2 (2004) 114-121
-
(2004)
J Serv Mark
, vol.18
, Issue.2
, pp. 114-121
-
-
Bendall-Lyon, D.1
Powers, T.L.2
-
7
-
-
10344220049
-
Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting
-
Bennett R., Hartel C.E.J., and McColl-Kennedy J.R. Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting. Ind Mark Manage 34 (2005) 97-107
-
(2005)
Ind Mark Manage
, vol.34
, pp. 97-107
-
-
Bennett, R.1
Hartel, C.E.J.2
McColl-Kennedy, J.R.3
-
9
-
-
0031542866
-
Measuring physical distribution service quality
-
Bienstock C.C., Mentzer J.T., and Bird M.M. Measuring physical distribution service quality. J Acad Mark Sci 25 1 (1997) 31-44
-
(1997)
J Acad Mark Sci
, vol.25
, Issue.1
, pp. 31-44
-
-
Bienstock, C.C.1
Mentzer, J.T.2
Bird, M.M.3
-
12
-
-
0000429475
-
A multistage model of customers' assessments of service quality and value
-
Bolton R.N., and Drew J.H. A multistage model of customers' assessments of service quality and value. J Consum Res 17 1 (1991) 375-384
-
(1991)
J Consum Res
, vol.17
, Issue.1
, pp. 375-384
-
-
Bolton, R.N.1
Drew, J.H.2
-
13
-
-
84992779478
-
Striking the right balance: designing service to enhance business-to-business relationships
-
Bolton R.N., Smith A.K., and Wagner J. Striking the right balance: designing service to enhance business-to-business relationships. J Serv Res 5 4 (2003) 271-291
-
(2003)
J Serv Res
, vol.5
, Issue.4
, pp. 271-291
-
-
Bolton, R.N.1
Smith, A.K.2
Wagner, J.3
-
14
-
-
0002596497
-
Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions
-
Carman J.M. Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. J Retail 66 1 (1990) 33-55
-
(1990)
J Retail
, vol.66
, Issue.1
, pp. 33-55
-
-
Carman, J.M.1
-
16
-
-
0012815838
-
Leveraging logistics/distribution capabilities: the effects of logistics service on market share
-
Daugherty P.J., Stank T.P., and Ellinger A.E. Leveraging logistics/distribution capabilities: the effects of logistics service on market share. J Bus Logist 19 2 (1998) 35-51
-
(1998)
J Bus Logist
, vol.19
, Issue.2
, pp. 35-51
-
-
Daugherty, P.J.1
Stank, T.P.2
Ellinger, A.E.3
-
17
-
-
0001947479
-
Power-dependence relations
-
[February]
-
Emerson R.M. Power-dependence relations. Am Sociol Rev 27 (1962) 31-41 [February]
-
(1962)
Am Sociol Rev
, vol.27
, pp. 31-41
-
-
Emerson, R.M.1
-
18
-
-
0010443030
-
Economic and social satisfaction: measurement and relevance to marketing channel relationships
-
Geyskens I., and Steenkamp J.-B.E.M. Economic and social satisfaction: measurement and relevance to marketing channel relationships. J Retail 76 1 (2000) 11-32
-
(2000)
J Retail
, vol.76
, Issue.1
, pp. 11-32
-
-
Geyskens, I.1
Steenkamp, J.-B.E.M.2
-
19
-
-
85048922864
-
Social behavior as exchange
-
[May]
-
Homas G.C. Social behavior as exchange. Am J Sociol 63 (1958) 597-606 [May]
-
(1958)
Am J Sociol
, vol.63
, pp. 597-606
-
-
Homas, G.C.1
-
20
-
-
84992903371
-
The impact of customer satisfaction on share-of-wallet in a business-to-business environment
-
Keiningham T.L., Perkins-Munn T., and Evans H. The impact of customer satisfaction on share-of-wallet in a business-to-business environment. J Serv Res 6 1 (2003) 37-50
-
(2003)
J Serv Res
, vol.6
, Issue.1
, pp. 37-50
-
-
Keiningham, T.L.1
Perkins-Munn, T.2
Evans, H.3
-
22
-
-
77953040550
-
Evaluating the performance of third-party logistics arrangements: a relationship marketing perspective
-
Knemeyer A.M., and Murphy P.R. Evaluating the performance of third-party logistics arrangements: a relationship marketing perspective. J Supply Chain Manag 40 1 (2004) 35-51
-
(2004)
J Supply Chain Manag
, vol.40
, Issue.1
, pp. 35-51
-
-
Knemeyer, A.M.1
Murphy, P.R.2
-
23
-
-
3042609508
-
Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context
-
Lam S.Y., Shankar V., Erramilli M.K., and Murthy B. Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. J Acad Mark Sci 32 3 (2004) 293-311
-
(2004)
J Acad Mark Sci
, vol.32
, Issue.3
, pp. 293-311
-
-
Lam, S.Y.1
Shankar, V.2
Erramilli, M.K.3
Murthy, B.4
-
24
-
-
85023814606
-
Social exchange theory and research on business-to-business relational exchange
-
Lambe C.J., Wittman C.M., and Spekman R.E. Social exchange theory and research on business-to-business relational exchange. J Bus-Bus Mark 8 3 (2001) 1-36
-
(2001)
J Bus-Bus Mark
, vol.8
, Issue.3
, pp. 1-36
-
-
Lambe, C.J.1
Wittman, C.M.2
Spekman, R.E.3
-
26
-
-
0001656499
-
Relational behavior in business markets, implications for relationship management
-
Leuthesser L., and Kohli A.K. Relational behavior in business markets, implications for relationship management. J Bus Res 34 (1995) 221-233
-
(1995)
J Bus Res
, vol.34
, pp. 221-233
-
-
Leuthesser, L.1
Kohli, A.K.2
-
27
-
-
11444259275
-
Examining customer value perceptions of organizational buyers when sourcing from multiple vendors
-
Liu A.H., Leach M.P., and Bernhardt K.L. Examining customer value perceptions of organizational buyers when sourcing from multiple vendors. J Bus Res 58 (2005) 559-568
-
(2005)
J Bus Res
, vol.58
, pp. 559-568
-
-
Liu, A.H.1
Leach, M.P.2
Bernhardt, K.L.3
-
28
-
-
21344486274
-
Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction
-
Mano H., and Oliver R.L. Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction. J Consum Res 20 3 (1993) 451-466
-
(1993)
J Consum Res
, vol.20
, Issue.3
, pp. 451-466
-
-
Mano, H.1
Oliver, R.L.2
-
29
-
-
0032372670
-
The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions
-
Mittal V., Ross Jr. W.T., and Baldasare P.M. The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. J Mark 62 1 (1998) 33-47
-
(1998)
J Mark
, vol.62
, Issue.1
, pp. 33-47
-
-
Mittal, V.1
Ross Jr., W.T.2
Baldasare, P.M.3
-
31
-
-
0002877322
-
A catastrophe model for developing service satisfaction strategies
-
[July]
-
Oliva T.A., Oliver R.L., and MacMillan I.C. A catastrophe model for developing service satisfaction strategies. J Mark 56 (1992) 83-95 [July]
-
(1992)
J Mark
, vol.56
, pp. 83-95
-
-
Oliva, T.A.1
Oliver, R.L.2
MacMillan, I.C.3
-
32
-
-
0002106437
-
Cognitive, affective, and attribute bases of the satisfaction response
-
Oliver R.L. Cognitive, affective, and attribute bases of the satisfaction response. J Consum Res 20 3 (1993) 418-430
-
(1993)
J Consum Res
, vol.20
, Issue.3
, pp. 418-430
-
-
Oliver, R.L.1
-
34
-
-
0033439536
-
Whence customer loyalty?
-
[Special Issue]
-
Oliver R.L. Whence customer loyalty?. J Mark 63 (1999) 33-44 [Special Issue]
-
(1999)
J Mark
, vol.63
, pp. 33-44
-
-
Oliver, R.L.1
-
35
-
-
0002852072
-
Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach
-
Oliver R.L., and Swan J.E. Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach. J Mark 53 2 (1989) 21-35
-
(1989)
J Mark
, vol.53
, Issue.2
, pp. 21-35
-
-
Oliver, R.L.1
Swan, J.E.2
-
36
-
-
84992897660
-
Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations
-
Olsen L.L., and Johnson M.D. Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations. J Serv Res 5 3 (2003) 184-195
-
(2003)
J Serv Res
, vol.5
, Issue.3
, pp. 184-195
-
-
Olsen, L.L.1
Johnson, M.D.2
-
37
-
-
0031540051
-
Modeling the determinants of customer satisfaction for business-to-business professional services
-
Patterson P.G., Johnson L.W., and Spreng R.A. Modeling the determinants of customer satisfaction for business-to-business professional services. J Acad Mark Sci 25 1 (1997) 4-17
-
(1997)
J Acad Mark Sci
, vol.25
, Issue.1
, pp. 4-17
-
-
Patterson, P.G.1
Johnson, L.W.2
Spreng, R.A.3
-
38
-
-
0345017169
-
Antecedents of satisfaction in a marketing channel
-
Ping Jr. R.A. Antecedents of satisfaction in a marketing channel. J Retail 79 4 (2003) 237-248
-
(2003)
J Retail
, vol.79
, Issue.4
, pp. 237-248
-
-
Ping Jr., R.A.1
-
39
-
-
2542517018
-
Self-service with a smile?
-
Pujari D. Self-service with a smile?. Int J Serv Ind Manag 15 2 (2004) 200-219
-
(2004)
Int J Serv Ind Manag
, vol.15
, Issue.2
, pp. 200-219
-
-
Pujari, D.1
-
40
-
-
0002366903
-
Strategic outsourcing: leveraging knowledge capabilities
-
Quinn J.B. Strategic outsourcing: leveraging knowledge capabilities. Sloan Manage Rev 40 4 (1999) 9-21
-
(1999)
Sloan Manage Rev
, vol.40
, Issue.4
, pp. 9-21
-
-
Quinn, J.B.1
-
41
-
-
0027566971
-
Loyalty-based management
-
Reichheld F.F. Loyalty-based management. Harvard Bus Rev 71 5 (1995) 64-73
-
(1995)
Harvard Bus Rev
, vol.71
, Issue.5
, pp. 64-73
-
-
Reichheld, F.F.1
-
42
-
-
0242361062
-
Customer satisfaction measurement in a business-to-business context: a conceptual framework
-
Rossomme J. Customer satisfaction measurement in a business-to-business context: a conceptual framework. J Bus Ind Mark 18 2/3 (2003) 179
-
(2003)
J Bus Ind Mark
, vol.18
, Issue.2-3
, pp. 179
-
-
Rossomme, J.1
-
43
-
-
33745772986
-
If everything is a service, why is this happening now, and what difference does it make?
-
Rust R.T. If everything is a service, why is this happening now, and what difference does it make?. J Mark 68 1 (2004) 23-24
-
(2004)
J Mark
, vol.68
, Issue.1
, pp. 23-24
-
-
Rust, R.T.1
-
44
-
-
39149097400
-
Customer satisfaction, customer retention, and market share
-
Rust R.T., and Zahorik A.J. Customer satisfaction, customer retention, and market share. J Retail 69 2 (1993) 193-215
-
(1993)
J Retail
, vol.69
, Issue.2
, pp. 193-215
-
-
Rust, R.T.1
Zahorik, A.J.2
-
45
-
-
85107982221
-
Return on quality (ROQ): making service quality financially accountable
-
Rust R.T., Zahorik A.J., and Keiningham T.L. Return on quality (ROQ): making service quality financially accountable. J Mark 59 2 (1995) 58-70
-
(1995)
J Mark
, vol.59
, Issue.2
, pp. 58-70
-
-
Rust, R.T.1
Zahorik, A.J.2
Keiningham, T.L.3
-
46
-
-
84993083599
-
Information exchange, responsiveness and logistics provider performance
-
Stank T.P., Daugherty P.J., and Elinger A.E. Information exchange, responsiveness and logistics provider performance. Int J Logist Manag 7 2 (1996) 43-57
-
(1996)
Int J Logist Manag
, vol.7
, Issue.2
, pp. 43-57
-
-
Stank, T.P.1
Daugherty, P.J.2
Elinger, A.E.3
-
47
-
-
7444231881
-
Logistics service performance: estimating its influence on market share
-
Stank T.P., Goldsby T.J., Vickery S.K., and Savitskie K. Logistics service performance: estimating its influence on market share. J Bus Logist 24 1 (2003) 27-56
-
(2003)
J Bus Logist
, vol.24
, Issue.1
, pp. 27-56
-
-
Stank, T.P.1
Goldsby, T.J.2
Vickery, S.K.3
Savitskie, K.4
-
48
-
-
33745213202
-
An exploratory investigation into the antecedents of satisfaction, brand attitude, and loyalty within the (B2B) eCRM industry
-
Taylor S.A., and Hunter G. An exploratory investigation into the antecedents of satisfaction, brand attitude, and loyalty within the (B2B) eCRM industry. J Consum Satisf Dissatisf Complaining Behav 16 (2003) 19-35
-
(2003)
J Consum Satisf Dissatisf Complaining Behav
, vol.16
, pp. 19-35
-
-
Taylor, S.A.1
Hunter, G.2
-
49
-
-
4344650066
-
The performance implications of media richness in a business-to-business service environment: direct versus indirect effects
-
Vickery S.K., Drogex C., Stank T.P., Goldsby T.J., and Markland R.E. The performance implications of media richness in a business-to-business service environment: direct versus indirect effects. Manage Sci 50 8 (2004) 1106-1119
-
(2004)
Manage Sci
, vol.50
, Issue.8
, pp. 1106-1119
-
-
Vickery, S.K.1
Drogex, C.2
Stank, T.P.3
Goldsby, T.J.4
Markland, R.E.5
-
50
-
-
34848836201
-
Situational characteristics as moderators of the satisfaction-loyalty link: an investigation in a business-to-business context
-
Wangenheim F.V. Situational characteristics as moderators of the satisfaction-loyalty link: an investigation in a business-to-business context. J Consum Satisf Dissatisf Complaining Behav 16 (2003) 145-156
-
(2003)
J Consum Satisf Dissatisf Complaining Behav
, vol.16
, pp. 145-156
-
-
Wangenheim, F.V.1
-
51
-
-
0001921419
-
A general model for understanding organizational buying behavior
-
Webster F.E., and Wind Y. A general model for understanding organizational buying behavior. J Mark 36 2 (1972) 12-19
-
(1972)
J Mark
, vol.36
, Issue.2
, pp. 12-19
-
-
Webster, F.E.1
Wind, Y.2
-
52
-
-
0003124651
-
Developing better measures of consumer satisfaction: some preliminary results
-
Westbrook R.A., and Oliver R.L. Developing better measures of consumer satisfaction: some preliminary results. Adv Consum Res 8 (1981) 94-99
-
(1981)
Adv Consum Res
, vol.8
, pp. 94-99
-
-
Westbrook, R.A.1
Oliver, R.L.2
-
53
-
-
84965470374
-
Hierarchically nested covariance structure models for multitrait-mutimethod data
-
Widaman K.F. Hierarchically nested covariance structure models for multitrait-mutimethod data. Appl Psychol Meas 9 1 (1985) 1-26
-
(1985)
Appl Psychol Meas
, vol.9
, Issue.1
, pp. 1-26
-
-
Widaman, K.F.1
-
54
-
-
0011687198
-
Supplier evaluation as a marketing tool
-
Wieters C.D., and Ostrom L.L. Supplier evaluation as a marketing tool. Ind Mark Manage 8 (1979) 161-166
-
(1979)
Ind Mark Manage
, vol.8
, pp. 161-166
-
-
Wieters, C.D.1
Ostrom, L.L.2
-
55
-
-
0030548125
-
The behavioral consequences of service quality
-
Zeithaml V.A., Berry L.L., and Parasuraman A. The behavioral consequences of service quality. J Mark 60 2 (1996) 31-46
-
(1996)
J Mark
, vol.60
, Issue.2
, pp. 31-46
-
-
Zeithaml, V.A.1
Berry, L.L.2
Parasuraman, A.3
-
56
-
-
0002344732
-
Problems and strategies in services marketing
-
Zeithaml V.A., Parasuraman A., and Berry L.L. Problems and strategies in services marketing. J Mark 49 2 (1985) 33-46
-
(1985)
J Mark
, vol.49
, Issue.2
, pp. 33-46
-
-
Zeithaml, V.A.1
Parasuraman, A.2
Berry, L.L.3
|