Structural equation model for effective CRM of digital content industry

Multivariate Data Analysis.

H. Herne, William W. Cooley, Paul R. Lohnes · Journal of the Royal Statistical Society Series A (General) · 1973 · 35.9K citations

Natural Sciences, Data Science, Categorical Data Analysis +13

User Acceptance of Computer Technology: A Comparison of Two Theoretical Models

Fred D. Davis, Richard P. Bagozzi, Paul R. Warshaw · Management Science · 1989 · 25.4K citations

Computing, Information Systems, Information Technology +11

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

Business, Marketing, Marketing Management +12

The American Customer Satisfaction Index: Nature, Purpose, and Findings

Claes Fornell, Michael D. Johnson, Eugene W. Anderson et al. · Journal of Marketing · 1996 · 3.8K citations

Business, Business Economics, Economics +14

Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory

Claes Fornell, Fred L. Bookstein · Journal of Marketing Research · 1982 · 3.4K citations

Business, Marketing, Marketing Management +5