Satisfacción, lealtad y compromiso en entornos on-line

Keywords

Business, Marketing, Customer satisfaction, Loyalty, Service quality

References

• Service quality measurement.J H McAlexander, D O Kaldenberg, H F Koenig — 1994
• La influencia de la calidad de servicio, la imagen, la satisfacción y la confianza de la fidelidad del clienteDolors Setó Pàmies — 2003
• Gender Differences Regarding the Product's Online Visual Representation: Impact on Satisfaction and Purchase IntentionCarlos Flavián, Raquel Gurrea Sarasa — 2011
• E-LOYALTY: YOUR SECRET WEAPON ON THE WEBFrederick F. Reichheld, Phil Schefter — 2003
• A Construct of META-RELQUAL in Puerto Rican Business RelationshipsGöran Svensson, Juan Carlos Sosa Varela, Tore Mysen — 2011
• El comportamiento del usuario de Internet: Análisis de los antecedentes y consecuencias de la fidelidadCastañeda Garciía, José Alberto — 2011
• .comQ: Dimensionalizing, Measuring, and Predicting Quality of the E-tail ExperienceMary Wolfinbarger, Mary C. Gilly — 2002
• The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean studyKui-Son Choi, Woo-Hyun Cho, Sunhee Lee — 2004
• Refinement and reassessment of the SERVQUAL scale.A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml — 1991
• Whence Consumer Loyalty?Richard L. Oliver — 1999
• Service quality, customer satisfaction, and behavioral intentions in the service factoryFestus Olorunniwo, Maxwell K. Hsu, Godwin J. Udo — 2006
• The Use of Pledges to Build and Sustain Commitment inErin Anderson, Barton A. Weitz — 1992
• The Behavioral Consequences of Service QualityValarie A. Zeithaml, Leonard L. Berry, A. Parasuraman — 1996
• Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examinationPaul G. Patterson, Richard A. Spreng — 1997
• The benefits of relationship marketing for the consumer and for the fashion retailersMercedes Marzo Navarro, Marta Pedraja Iglesias, Ma Pilar Rivera‐Torres — 2004
• Service Product Configurations in Electronic Business-to-Consumer OperationsGregory R. Heim, Kingshuk K. Sinha — 2005
• A Comparison of Online and Offline Consumer Brand LoyaltyPeter J. Danaher, I Wilson, Robert A. Davis — 2003
• An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentionsSteven A. Taylor, Thomas L. Baker — 1994
• Service quality, profitability, and the economic worth of customers: What we know and what we need to learnValarie A. Zeithaml — 2000
• Identification and Measurement of Opinion Leadership, Satisfaction and Loyalty in Art ServicesJavier Zamora, Jesús García Madariaga Miranda — 2012

Cited by

• Critical factors in the evaluation of online media: creation and implementation of a measurement scale (e-SQ-Media)Eduard Cristóbal Fransi, Francisco Hernández-Soriano, Frederic Marimón — 2016
• Modelo de factores predictores de satisfacción estudiantil y lealtad institucional validado con estudiantes universitariosJavier Román Gómez — 2017
• Exploring Service Quality among Online Sharing Economy Platforms from an Online Media PerspectiveEduard Cristóbal Fransi, Francisco Hernández-Soriano, Berta Ferrer-Rosell — 2019
• Customer Experience and Satisfaction in Private Insurance Web AreasM. Dolores Méndez-Aparicio, Ana Isabel Jiménez‐Zarco, Alicia Izquierdo‐Yusta — 2020

Related papers

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• Can loyalty schemes really build loyaltyLisa O’Malley — 1998
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• The impact of loyalty programmes in a B-to-B context: Results of an experimental designPeter Daams, Kees Gelderman, J.M.C. Schijns — 2008
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