Journal of Business Research · 2023 · 21 citations · 77 references
BusinessMarketingMarketing ManagementMarketing AnalyticsSocial Media MarketingText AnalyticsCustomer SatisfactionOpinion MiningSentiment AnalysisService QualitySocial MediaTextual AnalysisE-service QualityOnline Service QualityPerceived Service QualityPerceived Service Quality MeasurementService Quality IndicatorsService Quality PerceptionSocial Media Platforms
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Task-Technology Fit and Individual Performance
Dale L. Goodhue, Ronald L. Thompson · MIS Quarterly · 1995 · 5.8K citations
Importance-Performance Analysis
John A. Martilla, John James · Journal of Marketing · 1977 · 3.5K citations
Self-reports: How the questions shape the answers.
Norbert Schwarz · American Psychologist · 1999 · 2.7K citations