ChapterThe service encounterBeverley Sparks2008The service encounterBeverley Sparks, Karin Weber2008-01-01chapterElsevier eBooks210 citationsclosedNo readable copy stored yet — this record is metadata only.Customer Service Quality and LoyaltyService and Product InnovationEmotional Labor in ProfessionsAbstractNo abstract was published for this record.Citations in this libraryStored only when both papers are in the corpus — 210 citations exist upstream.References1985A Conceptual Model of Service Quality and Its Implications for Future Research1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees1994Customer Loyalty: Toward an Integrated Conceptual Framework1990Zero defections: quality comes to services.1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents1991A Multistage Model of Customers' Assessments of Service Quality and Value1995Customer Switching Behavior in Service Industries: An Exploratory StudyCited by2007The influence of service climate and job involvement on customer‐oriented organizational citizenship behavior in Greek service organizations: a survey2014Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews2011Assessment of event quality in major spectator sports2007Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry2013Assessment of Service Quality in the Hotel Industry2013A hierarchical model of service quality in the airline industry2007The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships2011A systematic approach for diagnosing service failure: Service-specific FMEA and grey relational analysis approach