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Customer Service Quality and Loyalty
TopicLeading institutions, researchers & key papers
This cluster of papers explores the effects of customer relationships, satisfaction, service quality, perceived value, and emotional responses on behavior and loyalty. It delves into topics such as relationship marketing, switching costs, trust, commitment, and service recovery in both consumer and business-to-business contexts.
135
Works
IDs:OpenAlex
How has Customer Service Quality and Loyalty's publication output changed over time?
ScholarIQpublication output · 1999–2016
Output grew100% over the shown period — from 1 works in 1999 to 2 in 2016.
1
1
1
2
1
1
3
1
1
2
1999200420052006200720092010201120132016
What are the most-cited papers on Customer Service Quality and Loyalty?
ScholarIQmost cited works
Services Marketing: People, Technology, Strategy
Jochen Wirtz, Christopher Lovelock
S4306401271. 19841,035 Citations
Consumer responses to compensation, speed of recovery and apology after a service failure
Jochen Wirtz, Anna S. Mattila
S109460507. 2004720 Citations
A DEMATEL method in identifying key success factors of hospital service quality
Jiunn-I Shieh, Hsin‐Hung Wu, Kuan-Kai Huang
S10169007. 2010688 Citations
Compliance with a Request in Two Cultures: The Differential Influence of Social Proof and Commitment/Consistency on Collectivists and Individualists
Robert B. Cialdini, Wilhelmina Wosinska, Daniel W. Barrett, Jonathan Butner, Małgorzata Górnik-Durose
S187348256. 1999458 Citations
Customer relationship management: Finding value drivers
Keith Richards, Eli Jones
S31748134. 2006413 Citations
Where is Customer Service Quality and Loyalty research published, and who funds it?
ScholarIQvenues & funding sources
TOP JOURNALS
S43064012711,035
S109460507720
S10169007688
S187348256458
S25235501418
TOP FUNDERS
National Science Foundation—
NIH—
Wellcome Trust—
European Research Council—
Funder breakdown is a member featureSign up free to unlock
How much of the research on Customer Service Quality and Loyalty is open access?
ScholarIQopen access share
0%OPEN ACCESS
Gold
0%
Green
0%
Hybrid
0%
Bronze
0%
Closed
100%
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