Concepedia

Jessica Santos

JS

Statistics

Publications

5

Citations

1.8K

H-Index

5

Active since

1998

Affiliations

Luton Culture(Current)

Jessica Santos is an author at Luton Culture specializing in business, management, and marketing.

Top concepts

BusinessMarketingManagementCustomer SatisfactionService QualityConsumer BehaviorConsumer ResearchCustomer ServicePurchase IntentionCulture

Publications per year

1998–2003

5

Publications

5

E‐service quality: a model of virtual service quality dimensions

Jessica Santos · Managing Service Quality · 2003 · 1.5K citations

Customer Satisfaction, Online Customer Behavior, Service Quality +15

A theoretical exploration and model of consumer expectations, post‐purchase affective states and affective behaviour

Jessica Santos, Jonathan Boote · Journal of Consumer Behaviour · 2003 · 175 citations

Customer Satisfaction, Consumer Uncertainty, Behavioral Decision Making +27

From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries

Jessica Santos · Managing Service Quality · 2002 · 98 citations

Total Quality Management, Customer Satisfaction, Services Management +17

The role of tour operators' promotional material in the formation of destination image and consumer expectations: The case of the People's Republic of China

Jessica Santos · Journal Of Vacation Marketing · 1998 · 56 citations

Customer Satisfaction, Culture, Image Formation +13

Quality in religious services

Jessica Santos, Brian P. Mathews · International Journal of Nonprofit and Voluntary Sector Marketing · 2001 · 23 citations

Customer Satisfaction, Service Quality Dimensions, Service Quality +12

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