1. Asymmetrical Information Between Smes And Banking: A Perspective From Signaling Theory. (2025). Virginia, Winda.
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2. Customer satisfaction in the pet food subscription-based online services. (2024). Ramos, Ricardo F ; Oliveira, Pedro Miguel ; Lima, Diogo.
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3. Toward an interface affordance model for online streaming video platforms. (2024). Saxena, Richa Kalpesh.
   In: DECISION: Official Journal of the Indian Institute of Management Calcutta.
   RePEc:spr:decisn:v:51:y:2024:i:4:d:10.1007_s40622-024-00406-y.

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4. Effect of COVID-19 health threat on consumer’s perceived value towards mobile payments in India: a means-end model. (2024). Prathap, Sangeetha K ; Sreelakshmi, C C.
   In: Journal of Financial Services Marketing.
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5. Should online retailers emphasize efficiency or experience? First insights on the evolution and heterogeneity of website attributes. (2024). Blut, Markus ; Grewal, Dhruv ; Herhausen, Dennis ; El-Manstrly, Dahlia ; Guha, Abhijit.
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6. Curation subscription box services: Implications for the pet industry. (2024). Jeong, Misun ; Yang, Kiseol ; Min, Jihye ; Kim, Haejung Maria.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:76:y:2024:i:c:s0969698923003247.

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7. Enhancing trust in online grocery shopping through generative AI chatbots. (2024). Patre, Smruti ; Gupta, Shivam ; Chakraborty, Debarun ; Kar, Arpan Kumar.
   In: Journal of Business Research.
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8. E-service Quality: Development and Validation of the Scale. (2023). Joshi, S ; Pandey, Shivendra Kumar ; Kaur, Jasveen.
   In: Global Business Review.
   RePEc:sae:globus:v:24:y:2023:i:5:p:953-971.

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9. Relationship Modeling of Travel Website Quality toward Customer Satisfaction Influencing Purchase Intention. (2023). Almakayeel, Naif.
   In: Sustainability.
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10. Quality Expectation Factors Influencing E-customer Satisfaction: Evidence from Online Shopping in South Africa. (2023). Shumba, Tariro ; Ferreira, Danie.
    In: Eurasian Journal of Social Sciences.
    RePEc:ejn:ejssjr:v:11:y:2023:i:2:p:75-94.

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11. A combined AHP–TOPSIS–DEMATEL approach for evaluating success factors of e-service quality: an experience from Indian banking industry. (2022). Agrawal, Vivek ; Seth, Nitin ; Dixit, Jitendra Kumar.
    In: Electronic Commerce Research.
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12. Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth. (2022). Kilani, Nour ; Rajaobelina, Lova ; Ricard, Line ; Brun, Isabelle.
    In: Journal of Financial Services Marketing.
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13. The impact of convenience in a click and collect retail setting: A consumer-based approach. (2022). Morvan, Thierry ; Mevel, Olivier ; Jara, Magali ; Vyt, Dany.
    In: Post-Print.
    RePEc:hal:journl:halshs-03624658.

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14. The Impact of ‘Compulsory’ Shifting to Use e-Services during COVID-19 Pandemic Restrictions Period on e-Services Users’ Future Attitude and Intention “Case Study of Central European Countries/Visegrád Group (V4)”. (2022). Szalay, Zsigmond Gabor ; Alassaf, Pierre.
    In: Sustainability.
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15. Sustaining Consumer E-Commerce Adoption in Sub-Saharan Africa: Do Trust and Payment Method Matter?. (2022). Chai, Junwu ; Amofah, Dennis Owusu.
    In: Sustainability.
    RePEc:gam:jsusta:v:14:y:2022:i:14:p:8466-:d:859955.

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16. The impact of convenience in a click and collect retail setting: A consumer-based approach. (2022). Morvan, Thierry ; Mevel, Olivier ; Jara, Magali ; Vyt, Dany.
    In: International Journal of Production Economics.
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17. Online shopping continuance after COVID-19: A comparison of Canada, Germany and the United States. (2022). Shaw, Norman ; Baier, Daniel ; Eschenbrenner, Brenda.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:69:y:2022:i:c:s096969892200193x.

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18. Desire, need, and obligation: Examining commitment to luxury brands in emerging markets. (2022). Shukla, Paurav ; Singh, Jaywant ; Schlegelmilch, Bodo B.
    In: International Business Review.
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19. The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services. (2021). Flavián, Carlos ; Casalo, Luis V ; Belanche, Daniel ; Flavian, Carlos ; Perez-Rueda, Alfredo.
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20. The effects of cultural distance on online brand popularity. (2021). Moon, Sangkil ; Kim, Moon-Yong.
    In: Journal of Brand Management.
    RePEc:pal:jobman:v:28:y:2021:i:3:d:10.1057_s41262-020-00227-1.

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21. Online Service Quality Determinants and E-trust in Internet Shopping: A Psychometric Approach. (2020). Bhat, Suhail Ahmad ; Darzi, Mushtaq Ahmad.
    In: Vikalpa: The Journal for Decision Makers.
    RePEc:sae:vikjou:v:45:y:2020:i:4:p:207-222.

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22. Retail in my pocket€“ replicating and extending the construct of service quality into the mobile commerce context. (2020). Kaatz, Christopher.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:53:y:2020:i:c:s0969698919303005.

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23. How to measure quality in multi-channel retailing and not die trying. (2020). Iglesias-Pradas, Santiago ; Acquila-Natale, Emiliano.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:109:y:2020:i:c:p:38-48.

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24. Mobile App Service Quality Dimensions and Requirements for Mobile Shopping Companion Apps. (2019). Wulfert, Tobias.
    In: Junior Management Science (JUMS).
    RePEc:zbw:jumsac:294909.

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25. Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting. (2019). Wang, Xiaorui ; Zhou, Ronggang ; Zhang, Renqian ; Guo, Haiyan ; Shi, Yuhan.
    In: Electronic Commerce Research.
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26. Are you still online or are you already mobile? €“ Predicting the path to successful conversions across different devices. (2019). Figura, Lilli ; Kaatz, Christopher ; Brock, Christian.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:50:y:2019:i:c:p:10-21.

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27. e-Service Quality Model for Spanish Textile and Fashion Sector: Positioning Analysis and B2C Ranking by F-Topsis. (2018). Vazquez-Casielles, Rodolfo ; Puente, Javier ; Castro-Lopez, Adrian.
    In: International Journal of Information Technology & Decision Making (IJITDM).
    RePEc:wsi:ijitdm:v:17:y:2018:i:02:n:s0219622017500444.

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28. The customer experience ecosystem in two cultural contexts. (2018). Furrer, Olivier ; Barari, Mojtaba.
    In: Journal of Financial Services Marketing.
    RePEc:pal:jofsma:v:23:y:2018:i:3:d:10.1057_s41264-018-0053-x.

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29. Testing Retail Marketing-Mix Effects on Patronage: A Meta-Analysis. (2018). Blut, Markus ; Teller, Christoph ; Floh, Arne.
    In: Journal of Retailing.
    RePEc:eee:jouret:v:94:y:2018:i:2:p:113-135.

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30. Beauty is truth: The effects of inflated product claims and website interactivity on evaluations of retailers websites. (2018). Motyka, Scott ; Franco, Ana Dolores ; Cervantes, Alfonso Valdez.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:90:y:2018:i:c:p:67-74.

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31. A Meta-analysis of Online Trust Relationships in E-commerce. (2017). Kim, Yeolib ; Peterson, Robert A.
    In: Journal of Interactive Marketing.
    RePEc:eee:joinma:v:38:y:2017:i:c:p:44-54.

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32. Reuse Intention of Third-Party Online Payments: A Focus on the Sustainable Factors of Alipay. (2016). Choi, Yongrok ; Sun, Lili.
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    RePEc:gam:jsusta:v:8:y:2016:i:2:p:147-:d:63422.

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33. E-Service Quality: Development of a Hierarchical Model. (2016). Blut, Markus.
    In: Journal of Retailing.
    RePEc:eee:jouret:v:92:y:2016:i:4:p:500-517.

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1. Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares. (2016). Wang, Xin ; Xiao, Weizhou ; Shen, Weiwei.
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2. Performance measurement with multiple interrelated variables and threshold target levels: Evidence from retail firms in the US. (2016). Zervopoulos, Panagiotis ; Brisimi, Theodora S ; Cheng, Gang ; Emrouznejad, Ali.
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3. Design for the environment: Impact of regulatory policies on product development. (2016). Jonnalagedda, Sreelata ; Gouda, Sirish Kumar ; Saranga, Haritha.
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4. Spending more time with the customer: service-providers’ behavioral discretion and call-center operations. (2015). Dana, Yagil ; Gil, Luria ; Iddo, Gal .
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5. INFORMATION TECHNOLOGY AND THE COMPANY PERFORMANCE IN THE SECTOR OF SERVICES. (2015). Liviu, Bozga .
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6. QUALITY AND CUSTOMER SATISFACTION: RELATIONSHIPS AND DYNAMICS. A CASE STUDY. (2014). Silvestri, Cecilia.
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7. Service productivity, technology and organization - Converting theory to praxis. (2014). Viitamo, Esa .
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8. Strategy in practice: a quantitative approach to target setting. (2014). Zervopoulos, Panagiotis ; Fafaliou, Irene.
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9. How to calibrate conventional market-oriented organizational culture in 21st century production-centered firms? A customer relationship perspective. (2014). Wang, Yong J. ; Guo, Chiquan ; Metcalf, Ashley .
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10. Is the more always better? A comparative study of internal and external integration practices in new product and new service development. (2014). Kuehnl, Christina ; Homburg, Christian.
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11. Performance or learning goal orientation: Implications for business performance. (2014). Mohd-Said, Saad ; Che-Ha, Norbani ; Mavondo, Felix T..
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12. The organisational environment’s impact on the servitization of manufacturers. (2014). Turunen, Taija ; Finne, Max.
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13. Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry. (2014). Verbeeten, Frank H. M., ; Terpstra, Maarten .
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14. 1 + 1 does not always equal value creation: The case of YouTube. (2013). Kuppelwieser, Volker ; Simpson, Merlin ; Chiummo, Gabriel .
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15. Services and the Business Models of Product Firms: An Empirical Analysis of the Software Industry. (2013). Kahl, Steven J. ; Cusumano, Michael A. ; Suarez, Fernando F..
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16. Designing service quality to survive: Empirical evidence from Chinese new ventures. (2013). Zhao, Lisa Y. ; Di Benedetto, Anthony C..
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17. Product and process productivity: Implications for quality choice and conditional exporter premia. (2013). Sivadasan, Jagadeesh ; Hallak, Juan.
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18. Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects. (2012). Dong, Yan ; Dresner, Martin ; Steven, Adams B..
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19. Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysias healthcare sector. (2012). Ndubisi, Nelson Oly.
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20. Product Customization and Customer Service Costs: An Empirical Analysis. (2011). Telang, Rahul ; Kumar, Anuj.
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21. Proposing a new approach to discussing economic effects of design quality. (2010). Freiesleben, Johannes .
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22. Firm downsizing and satisfaction among United States and European customers. (2010). Ulaga, Wolfgang ; Biemans, Wim ; Lewin, Jeffrey E..
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23. When does electronic word-of-mouth matter? A study of consumer product reviews. (2010). Zhang, Jason Q. ; Craciun, Georgiana ; Shin, Dong Woo.
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24. —Customer Satisfaction-Based Mispricing: Issues and Misconceptions. (2009). Jacobson, Robert ; Mizik, Natalie.
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25. —Should Captive Sardines Be Compensated? Serving Customers in a Confined Zone. (2009). Yang, Yinghui ; Chen, Rachel R. ; Gerstner, Eitan.
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26. The Effect of Labor on Profitability: The Role of Quality. (2009). Ton, Zeynep.
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27. Market orientation, competitive advantage, and performance: A demand-based perspective. (2009). Zhou, Kevin Zheng ; Brown, James R. ; Dev, Chekitan S..
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28. A model of customer e-loyalty in the online banking. (2009). Lii, Yuan-Shuh.
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29. Can Inaccurate Perceptions in Business-to-Business (B2B) Relationships Be Beneficial?. (2008). William T. Ross, Jr., ; Vosgerau, Joachim ; Anderson, Erin.
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30. A fuzzy model of customer satisfaction index in e-commerce. (2008). Xu, Yang ; Liu, Xiaohong ; Zeng, Xianyi ; Koehl, Ludovic.
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31. Analyse der Konformitätskosten – dargestellt am Beispiel des Kundenservice eines Versandhandelsunternehmens. (2007). Hoeck, Michael .
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32. The Effect of Operational Performance and Focus on Profitability: A Longitudinal Study of the U.S. Airline Industry. (2007). tsikriktsis, nikos.
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33. The Effect of Service Experiences over Time on a Suppliers Retention of Business Customers. (2006). Bolton, Ruth ; Bramlett, Matthew D. ; Lemon, Katherine N..
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34. Customer Metrics and Their Impact on Financial Performance. (2006). Zeithaml, Valarie ; Gupta, Sunil.
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35. Marketing Models of Service and Relationships. (2006). Chung, Tuck Siong ; Rust, Roland T..
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36. The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance. (2006). Morgan, Neil A. ; Rego, Lopo Leotte .
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37. The importance of website content in online purchasing across different types of products. (2005). Verhagen, Tibert ; Boter, Jaap.
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38. Antecedents and Consequences of Group Potency: A Study of Self-Managing Service Teams. (2005). Wetzels, Martin ; de Ruyter, KO ; de Jong, AD.
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39. Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction. (2005). Mittal, Vikas ; Tadikamalla, Pandu ; Anderson, Eugene W. ; Sayrak, Akin.
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40. Integrative strategic performance measurement systems, strategic alignment of manufacturing, learning and strategic outcomes: an exploratory study. (2005). Chenhall, Robert H..
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41. The Competitive Causes and Consequences of Customer Satisfaction. (2005). Gomez, Miguel ; Simon, Daniel H..
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42. THIRD-PARTY COMPLAINTS AND FIRM PERFORMANCE: AN APPLICATION IN SPANISH BANKING. (2004). Sellers, Ricardo ; Mas, Francisco J. ; Casado, Ana B..
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43. Web-based marketing: The coming revolution in marketing thought and strategy. (2004). Sheth, Jagdish N. ; Sharma, Arun.
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44. Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services. (2004). Ojasalo, Katri ; Gronroos, Christian.
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45. The Theoretical Underpinnings of Customer Asset Management. (2002). Verhoef, Peter ; Bolton, Ruth ; Lemo, K. N..
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46. Comparing customer satisfaction across industries and countries. (2002). Johnson, Michael D. ; Herrmann, Andreas ; Gustafsson, Anders.
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47. Marketing productivity: issues and analysis. (2002). Sisodia, Rajendra S. ; Sheth, Jagdish N..
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48. Value creation through entrepreneurial activity: A multiple constituency approach. (2002). Mair, Johanna.
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49. Environmental uncertainty, corporate strategy, performance measurement and the creation of economic value. (2001). .
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50. A Dynamic Model of the Duration of the Customers Relationship with a Continuous Service Provider: The Role of Satisfaction. (1998). Bolton, Ruth.
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