Customer Service Quality and Loyalty

Most cited papers

1. User Acceptance of Information Technology: Toward A Unified View1MIS Quarterly · 2003 · 44,944 citations
2. When to use and how to report the results of PLS-SEMEuropean Business Review · 2018 · 26,819 citations
3. A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field StudiesManagement Science · 2000 · 23,094 citations
4. PLS-SEM: Indeed a Silver BulletThe Journal of Marketing Theory and Practice · 2011 · 21,549 citations
5. The Commitment-Trust Theory of Relationship MarketingJournal of Marketing · 1994 · 17,379 citations
6. Reconsidering Baron and Kenny: Myths and Truths about Mediation AnalysisJournal of Consumer Research · 2010 · 12,491 citations
7. The DeLone and McLean Model of Information Systems Success: A Ten-Year UpdateJournal of Management Information Systems · 2003 · 11,751 citations
8. Partial least squares structural equation modeling (PLS-SEM)European Business Review · 2014 · 11,719 citations
9. The measurement and antecedents of affective, continuance and normative commitment to the organizationJournal of Occupational Psychology · 1990 · 11,716 citations
10. The Commitment-Trust Theory of Relationship MarketingJournal of Marketing · 1994 · 11,031 citations
11. Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing · 1992 · 8,970 citations
12. Understanding Information Systems Continuance: An Expectation-Confirmation Model1MIS Quarterly · 2001 · 8,706 citations
13. Trust and TAM in Online Shopping: An Integrated Model1MIS Quarterly · 2003 · 8,605 citations
14. Technology Acceptance Model 3 and a Research Agenda on InterventionsDecision Sciences · 2008 · 8,169 citations
15. Use of partial least squares (PLS) in strategic management research: a review of four recent studiesStrategic Management Journal · 1999 · 7,070 citations
16. Market Orientation: Antecedents and ConsequencesJournal of Marketing · 1993 · 7,065 citations
17. AFFECT- AND COGNITION-BASED TRUST AS FOUNDATIONS FOR INTERPERSONAL COOPERATION IN ORGANIZATIONS.Academy of Management Journal · 1995 · 6,888 citations
18. Task-Technology Fit and Individual PerformanceMIS Quarterly · 1995 · 5,977 citations
19. Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance ModelInternational Journal of Electronic Commerce · 2003 · 5,686 citations
20. Antecedents and consequences of employee engagementJournal of Managerial Psychology · 2006 · 5,555 citations
21. Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1MIS Quarterly · 2009 · 4,916 citations
22. Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis.Journal of Applied Psychology · 2002 · 4,621 citations
23. The job satisfaction–job performance relationship: A qualitative and quantitative review.Psychological Bulletin · 2001 · 4,449 citations
24. PEOPLE AND ORGANIZATIONAL CULTURE: A PROFILE COMPARISON APPROACH TO ASSESSING PERSON-ORGANIZATION FIT.Academy of Management Journal · 1991 · 4,284 citations
25. JOB SATISFACTION, ORGANIZATIONAL COMMITMENT, TURNOVER INTENTION, AND TURNOVER: PATH ANALYSES BASED ON META‐ANALYTIC FINDINGSPersonnel Psychology · 1993 · 4,118 citations
26. A Brief Tutorial on the Development of Measures for Use in Survey QuestionnairesOrganizational Research Methods · 1998 · 4,083 citations