The role of satisfaction and website usability in developing customer loyalty and positive word‐of‐mouth in the e‐banking services

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Conceptualising electronic word of mouth activity: An input‐process‐output perspective (2011, background): “Most researchers have incorporated the one-to-many (Forman et al., 2008; Harris and Gupta, 2008; Casaló et al., 2008) and many-to-many communication scopes (Willemijn et al.”
An expectation-confirmation model of continuance intention to use mobile instant messaging (2016, background): “The items for perceived service quality came from Parasuraman et al. (1994) and Roca et al. (2006), and the items for perceived security came from Cheung and Lee (2006), Casaló et al. (2008) and Susanto et al. (2013).”
The role of consumer–brand identification in building brand relationships (2013, background): “Not only identification but commitment as well reflects favourable attitudes toward the company or the brand (Ellis, 2000; Casaló et al., 2008; Harrison-Walker, 2001).”