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Gordon H.G. McDougall

22 works· latest 2008· 3 institutionscluster: provisional

h-index19

i1020

Citations4,873

Works here22

Most cited in this library

Customer satisfaction with services: putting perceived value into the equation2000 · 1,832 citations
Determinants of customer satisfaction in retail banking1996 · 861 citations
Internet versus bricks-and-mortar retailers: An investigation into intangibility and its consequences2005 · 410 citations
Service Problems and Recovery Stratégies: An Experiment2000 · 273 citations
A revised view of service quality dimensions: An empirical investigation1994 · 253 citations

Works

22 shown

Web site satisfaction and purchase intentions

Managing Service Quality·2008·3 authors

85citations

A model of online customer behavior during the initial transaction: Moderating effects of customer characteristics

Marketing Theory·2005·3 authors

122citations

Internet versus bricks-and-mortar retailers: An investigation into intangibility and its consequences

Journal of Retailing·2005·4 authors·Open access

410citations

Relating e‐satisfaction to behavioral outcomes: an empirical study

Journal of Services Marketing·2004·4 authors

183citations

Exploring How Intangibility Affects Perceived Risk

Journal of Service Research·2004·4 authors·Open access

28citations

Customer Retention Strategies

Services Marketing Quarterly·2001·1 author

24citations

Service Problems and Recovery Stratégies: An Experiment

Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l Administration·2000·2 authors

273citations

Tanunda Winery

International Journal of Wine Marketing·2000·2 authors

2citations

Waiting for service: the effectiveness of recovery strategies

International Journal of Contemporary Hospitality Management·1999·2 authors

119citations

Service problems and recovery strategies: an examination of the critical incident technique in a business‐to‐business market

International Journal of Retail & Distribution Management·1998·2 authors

34citations

The Effectiveness of Recovery Strategies After Service Failure

Journal of Hospitality & Leisure Marketing·1998·2 authors

46citations

Designing the service guarantee: unconditional or specific?

Journal of Services Marketing·1998·3 authors

76citations

Determinants of customer satisfaction in retail banking

International Journal of Bank Marketing·1996·2 authors

861citations

Customer Dissatisfaction: The Relationship Between Types of Problems and Customer Response

Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l Administration·1996·2 authors

102citations

A Revised View of Service Quality Dimensions

Journal of Professional Services Marketing·1995·2 authors

89citations

Benefit Segmentation Using Service Quality Dimensions

International Journal of Bank Marketing·1994·2 authors

87citations

A revised view of service quality dimensions: An empirical investigation

Services Marketing Quarterly·1994·2 authors

253citations

The Intangibility of Services: Measurement and Competitive Perspectives

Journal of Services Marketing·1990·2 authors

150citations

Barossa Winery: Penetrating the International Market

International Marketing Review·1989·1 author

1citations

Comparative Advertising: The Effect of Claim Type and Brand Loyalty

Current Issues and Research in Advertising·1978·1 author·Open access

15citations

Consumer Appraisal of Retail Price Advertisements

Journal of Marketing·1974·2 authors

81citations