The structure and determinants of consumer complaint intentions and behavior

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 60.8K citations

Social Sciences, Educational Measurement, Econometrics +15

Exchange and Power in Social Life.

Robert Bierstedt, Peter M. Blau · American Sociological Review · 1965 · 13.8K citations

Social Sciences, Social Psychology, Sociology +15

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Richard L. Oliver · Journal of Marketing Research · 1980 · 9.9K citations

Business, Marketing, Social Psychology +15

Social Behavior: Its Elementary Forms

Edwin P. Hollander, George C. Homans · The American Journal of Psychology · 1963 · 4.7K citations

Social Sciences, Psychology, Social Psychology +14

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Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 4.2K citations

Management, Hospitality Management, Organizational Behavior +15