Consumer satisfaction and loyalty: Two main consequences of retailer personality

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Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 60K citations

Customer Satisfaction, Quality Of Life, Measurement Theory +18

A Paradigm for Developing Better Measures of Marketing Constructs

Gilbert A. Churchill · Journal of Marketing Research · 1979 · 12.7K citations

Marketing Analytics, Customer Satisfaction, Improved Marketing Practice +13

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

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

Customer Satisfaction, Behavioral Decision Making, Consumer Study +24

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Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.6K citations

Customer Satisfaction, Aggregate Level, Service Quality +11

The Big Five Trait taxonomy: History, measurement, and theoretical perspectives.

Oliver P. John, Sanjay Srivastava · 1999 · 7.8K citations

Personality Psychology, Behavioral Sciences, Theoretical Perspectives +4