How to develop a customer satisfaction scale with optimal construct validity

A Paradigm for Developing Better Measures of Marketing Constructs

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

Business, Marketing, Marketing Management +2

Whence Consumer Loyalty?

Richard L. Oliver · Journal of Marketing · 1999 · 6.9K citations

Business, Marketing, Marketing Management +10

Satisfaction: a behavioral perspective on the consumer

Choice Reviews Online · 2010 · 6.1K citations

Business, Marketing, Psychology +17

An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment

David W. Gerbing, James C. Anderson · Journal of Marketing Research · 1988 · 5.9K citations

Education, Educational Assessment, Educational Measurement +12

A National Customer Satisfaction Barometer: The Swedish Experience

Claes Fornell · Journal of Marketing · 1992 · 4.7K citations

Business, Business Economics, Strategic Management +12