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An empirical test of the drivers of overall customer satisfaction: evidence from multivariate Granger causality
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What this work says
Outgoing claims: the papers this work cites, builds on, or argues with.
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Rational and nonrational elements in reactions to disconfirmation of performance expectancies
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Customer satisfaction, customer retention, and market share
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Applied econometric time series
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Some recent development in a concept of causality
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Positioning of Financial Services for Competitive Advantage
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Comparing customer satisfaction across industries and countries
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Contagion and causality: an empirical investigation of four Asian crisis episodes
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A Regret Theory Approach to Assessing Consumer Satisfaction
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A Multistage Model of Customers' Assessments of Service Quality and Value
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Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction
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Cognitive, Affective, and Attribute Bases of the Satisfaction Response
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Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
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Likelihood-Based Inference in Cointegrated Vector Autoregressive Models
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Transaction‐specific satisfaction and overall satisfaction: an empirical analysis
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Building a competitive advantage for service firms: measurement of consumer expectations of service quality
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From Scientific Management to Service Management
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Assimilation processes in service satisfaction formation
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Marketing’s contribution to business strategy: market orientation, relationship marketing and resource‐advantage theory
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Technical Innovation and Competitive Advantage in Retail Financial Services: A Case Study of Change and Industry Response
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MODELLING LINEAR DYNAMIC ECONOMETRIC SYSTEMS
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VECTOR AUTOREGRESSIVE MODELS WITH UNIT ROOTS AND REDUCED RANK STRUCTURE:ESTIMATION. LIKELIHOOD RATIO TEST, AND FORECASTING
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MAXIMUM LIKELIHOOD ESTIMATION AND INFERENCE ON COINTEGRATION — WITH APPLICATIONS TO THE DEMAND FOR MONEY
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Techniques for Testing the Constancy of Regression Relationships Over Time
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Multivariate Analysis with Latent Variables: Causal Modeling
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A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes
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Measuring Service Quality: A Reexamination and Extension
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Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
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Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance
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Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
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A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
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Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
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Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
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The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
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Determinants of Income Velocity in the United Kingdom: Multivariate Granger Causality
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What Is the True Value of a Lost Customer?
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The Antecedents and Consequences of Customer Satisfaction for Firms
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Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
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Critical Values for Cointegration Tests
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The American Customer Satisfaction Index: Nature, Purpose, and Findings
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The Behavioral Consequences of Service Quality
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Marketing's Influence within the Firm
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A National Customer Satisfaction Barometer: The Swedish Experience
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Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
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Customer Satisfaction, Market Share, and Profitability: Findings From Sweden
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Likelihood Ratio Statistics for Autoregressive Time Series with a Unit Root
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Investigating Causal Relations by Econometric Models and Cross-spectral Methods
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Co-Integration and Error Correction: Representation, Estimation, and Testing
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Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
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SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
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Service management and marketing: managing the moments of truth in service competition
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Satisfaction: a behavioral perspective on the consumer
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Quality Expectations, Reputation and Price
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Incoming claims: where this work appears in other papers’ reference lists and arguments.
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Capturing Relative Importance of Customer Satisfaction Drivers Using Bayesian Dominance Hierarchy
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The Use of the Kano Model to Enhance Customer Satisfaction
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A Emprical Investigation on Service Failure and Recovery at Retailing Bank in Vietnam
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Farmers’ Satisfaction of the Service Quality of Broiler Contract Farming Model in Banyumas Regency
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Evaluation of Service Quality Gaps in Construction Professional Service Firms in Nigeria
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A REVIEW OF TELECOMMUNICATIONS SERVICE QUALITY DIMENSIONS
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Total Quality Management for Software Development
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Examining and Exploring the Relationships Between Customer Satisfaction and Customer Loyalty
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How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market
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Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers
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Impact of Service Quality of Short Messaging Service on Customers Retention; An Empirical Study of Cellular Companies of Pakistan
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The Effects of Consumption and Work Satisfaction on the Life of Professionals: The Case of University Professors
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