The DOI matches its Crossref record; 41 of the 41 references it cites were found in a registry or an index.
Consumer Satisfaction with Services
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Citations
Cites
On the Evaluation of Structural Equation Models
Bagozzi, R. P., & Yi, Y. (1988) · Journal of the Academy of Marketing Science · doi:10.1007/bf02723327 · Cited by 26,163
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Russell, J. A. (1980) · Journal of Personality and Social Psychology · doi:10.1037/h0077714 · Cited by 16,334
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
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
Bitner, M. J. (1990) · Journal of Marketing · doi:10.1177/002224299005400206 · Cited by 4,943
Patterns of cognitive appraisal in emotion.
Smith, C. A., & Ellsworth, P. C. (1985) · Journal of Personality and Social Psychology · doi:10.1037//0022-3514.48.4.813 · Cited by 4,045
Interaction Effects in Multiple Regression.
Richardson, S. C., Jacard, J., Turrisi, R., & Wan, C. K. (1991) · The Statistician · doi:10.2307/2348747 · Cited by 3,309
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209358 · Cited by 3,246
An 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
Cited by
Tourist satisfaction a cognitive-affective model
del Bosque, I. R., & Martín, H. S. (2008) · Annals of Tourism Research · doi:10.1016/j.annals.2008.02.006 · Cited by 963
Consumer responses to compensation, speed of recovery and apology after a service failure
Wirtz, J., & Mattila, A. S. (2004) · International Journal of Service Industry Management · doi:10.1108/09564230410532484 · Cited by 725
Self-citationThe role of affective factors on perceived cruise vacation value
Duman, T., & Mattila, A. S. (2005) · Tourism Management · doi:10.1016/j.tourman.2003.11.014 · Cited by 652
Usability, quality, value and e-learning continuance decisions
Chiu, C.-M., Hsu, M.-H., Sun, S.-Y., Lin, T.-C., & Sun, P.-C. (2005) · Computers & Education · doi:10.1016/j.compedu.2004.06.001 · Cited by 567
Stimuli–organism-response framework: A meta-analytic review in the store environment
Vieira, V. A. (2013) · Journal of Business Research · doi:10.1016/j.jbusres.2012.05.009 · Cited by 451
Metadata
- Authors
- Wirtz, J., & Bateson, J. E. G.
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 1999-01
- Volume
- 44
- Issue
- 1
- Pages
- 55-66
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W1480949012
- Cited by
- 395
- References
- 41
- FWCI
- 15.23
- 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.
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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
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- CoChat. (2026). Citation check: Consumer Satisfaction with Services. https://app.cochat.ai/papers/10.1016/s0148-2963(97)00178-1
- The paper
- Wirtz, J., & Bateson, J. E. G. (1999). Consumer Satisfaction with Services. Journal of Business Research. https://doi.org/10.1016/s0148-2963(97)00178-1
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.
