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Effects of restaurant satisfaction and knowledge sharing motivation on eWOM intentions: the moderating role of technology acceptance factors
The growth of consumer-generated media (CGM) has promoted the popularity of online
knowledge sharing and electronic word-of-mouth (eWOM). While the topic of eWOM has …
knowledge sharing and electronic word-of-mouth (eWOM). While the topic of eWOM has …
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
The following study both synthesizes and builds on the efforts to conceptualize the effects of
quality, satisfaction, and value on consumers' behavioral intentions. Specifically, it reports an …
quality, satisfaction, and value on consumers' behavioral intentions. Specifically, it reports an …
An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
Abstract Service quality and customer satisfaction are widely recognized as key influences
in the formation of consumers' purchase intentions in service environments. However, a …
in the formation of consumers' purchase intentions in service environments. However, a …
Customer repurchase intention: A general structural equation model
This paper develops a general service sector model of repurchase intention from the
consumer theory literature. A key contribution of the structural equation model is the …
consumer theory literature. A key contribution of the structural equation model is the …
Service quality, profitability, and the economic worth of customers: what we know and what we need to learn
In the past, expenditures on quality have not been explicitly linked to profits because costs
and savings were the only variables on which information was available. More recently …
and savings were the only variables on which information was available. More recently …
A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction
Many service organizations have embraced relationship marketing with its focus on
maximizing customer lifetime value. Recently, there has been considerable controversy …
maximizing customer lifetime value. Recently, there has been considerable controversy …
The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development
Customer satisfaction with a company's products or services is often seen as the key to a
company's success and long‐term competitiveness. In the context of relationship marketing …
company's success and long‐term competitiveness. In the context of relationship marketing …
Managing Customer Relationships for Profit: The Dynamics of RelationshipQuality
Addresses customer‐relationship economic issues, more specifically thelink between
service quality and profitability from a relationshipmarketing and management perspective …
service quality and profitability from a relationshipmarketing and management perspective …
A dynamic model of customers' usage of services: Usage as an antecedent and consequence of satisfaction
As firms seek ways to manage customer relationships over the long term, understanding the
dynamics of the service provider–customer relationship becomes a key priority. In this …
dynamics of the service provider–customer relationship becomes a key priority. In this …
An examination of the relationship between service quality, customer satisfaction, and store loyalty
Using a national random telephone survey of 542 shoppers, examines the relationship
between service quality, customer satisfaction, and store loyalty within the retail department …
between service quality, customer satisfaction, and store loyalty within the retail department …