Journal of Business Research · 2009 · 216 citations · 42 references
BusinessMarketingMarketing ManagementAestheticsE-commerce SystemsUser Experience DesignConsumer SatisfactionCustomer Experience ManagementCustomer SatisfactionCustomer Satisfaction ManagementExperience DesignOnline Consumer BehaviorE-service QualityE-service SatisfactionOnline Consumer SatisfactionOnline Customer ExperienceOnline Customer SatisfactionOnline Service QualityPerceived Service QualityWeb Page Aesthetics
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The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations
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