The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
The role of employee effort in satisfaction with service transactions
Overview
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Citations
Cites
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Self-citationAn Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
Reliability of Nominal Data Based on Qualitative Judgments
Perreault, W. D., & Leigh, L. E. (1989) · Journal of Marketing Research · doi:10.2307/3172601 · Cited by 1,575
Crosby, L. A., & Stephens, N. (1987) · Journal of Marketing Research · doi:10.2307/3151388 · Cited by 456
Cited by
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00028-2 · Cited by 6,398
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998) · Journal of Marketing · doi:10.2307/1252161 · Cited by 2,723
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
E-Commerce Product Recommendation Agents: Use, Characteristics, and Impact1
Xiao, B., & Benbasat, I. (2007) · MIS Quarterly · doi:10.2307/25148784 · Cited by 1,081
Charitable programs and the retailer: do they mix?
Ellen, P. S., Mohr, L. A., & Webb, D. J. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00032-4 · Cited by 809
Self-citation
Metadata
- Authors
- Mohr, L. A., & Bitner, M. J.
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 1995-03
- Volume
- 32
- Issue
- 3
- Pages
- 239-252
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W2002027130
- Cited by
- 616
- References
- 6
- FWCI
- 11.12
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
