The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
Behavioural responses to customer satisfaction: an empirical study
Abstract
Investigates the behavioural consequences of customer satisfaction. More specifically, the authors examine the impact of customer satisfaction on customers’ behavioural responses. The results support the notion of direct effects of customer satisfaction on three criterion variables (decision to stay with the existing service provider, engagement in word‐of‐mouth communications, and intentions to switch service providers). Implications for practice, study limitations, and directions for future research are discussed.
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Citations
Cites
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
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
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
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
Fornell, C., & Wernerfelt, B. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400401 · Cited by 1,395
Crosby, L. A., & Stephens, N. (1987) · Journal of Marketing Research · doi:10.2307/3151388 · Cited by 456
Cited by
Ha, H.-Y., & Perks, H. (2005) · Journal of Consumer Behaviour · doi:10.1002/cb.29 · Cited by 750
Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms
Barger, P. B., & Grandey, A. A. (2006) · Academy of Management Journal · doi:10.5465/amj.2006.23478695 · Cited by 503
Amin, M., Isa, Z., & Fontaine, R. (2013) · International Journal of Bank Marketing · doi:10.1108/02652321311298627 · Cited by 310
Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance
Tsoukatos, E., & Rand, G. K. (2006) · Managing Service Quality: An International Journal · doi:10.1108/09604520610686746 · Cited by 263
Measuring customer experience in banks: scale development and validation
Garg, R., Rahman, Z., & Qureshi, M. N. (2014) · Journal of Modelling in Management · doi:10.1108/jm2-07-2012-0023 · Cited by 196
Metadata
- Authors
- Athanassopoulos, A., Gounaris, S., & Stathakopoulos, V.
- Venue
- European Journal of Marketing
- Publisher
- Emerald
- Published
- 2001-06-01
- Volume
- 35
- Issue
- 5/6
- Pages
- 687-707
- ISSN
- 0309-0566 (ISSN-L)
- OpenAlex
- W2038982249
- Cited by
- 456
- References
- 5
- FWCI
- 9.71
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
