An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry

By Yonggui Wang, Hing Po Lo, Yongheng Yang. Inf. Syst. Frontiers, 2004

506 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/7998e6058c6b227a84f9e48f9a18376d62eed413

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Citations in the corpus

Social Identity Perspective on Brand loyalty (2012, methodology): “The studymeasured customer satisfaction with three items widely used in the literature to measure overall satisfaction (Tam, 2004; Wang et al., 2004).”
An Empirical Analysis of Synthesizing the Effects of Festival Quality, Emotion, Festival Image and Festival Satisfaction on Festival Loyalty: A Case Study of Macau Food Festival (2015, background): “force of competitive advantage and corporate success (Khatibi et al., 2002; Landrum & Prybutok, 2004; Wang et al., 2004; Yang & Peterson, 2004; White, 2010).”
Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty (2019, background): “…Sports and leisure Unidimensional Customer value for money Hume and Sullivan Mort (2010) Performing arts Unidimensional Customer value for money Wang et al. (2004); Kuo et al. (2009); Lai et al. (2009) Mobile telecommunication Unidimensional Customer value for money Lin and Wang (2006) Mobile…”
The impact of financial services quality and fairness on customer satisfaction (2012, background): “With the increasingly intense competition for customers in today’s service industry, these factors are high management priorities (Parasuraman, 1997; Wang et al., 2004; Managing Service Quality Vol. 22 No. 4, 2012 pp. 399-421 r Emerald Group Publishing Limited 0960-4529 DOI…”
The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009, background): “Cronin & Taylor (1992) Zeithaml et al. (1996) Cronin et al. (2000) Wang et al. (2004) 3.”
Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context (2013, methodology): “The measurements of the latter were adapted from leading service studies (e.g., Dabholkar et al. 2000; Spreng and Mackoy 1996; Wang et al. 2004).”
Festival Tourists’ Emotion, Perceived Value, and Behavioral Intentions: A Test of the Moderating Effect of Festivalscape (2011, background): “There has been consensus on the conceptualization and operationalization of servicescape in marketing literature, but most of the previous literature focused solely on the physical surroundings, including all of the objective physical factors, such as ambient conditions, spatial layout and functiona”