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Securing customer satisfaction through component service specifications
16 references·0 citing·31 second hop
Securing customer satisfaction through component service specifications (2008)Securing customer satisfaction through co…Qualitative Data Analysis (2008)Qualitative Data AnalysisServices Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…Managing the transition from products to services (2003)Managing the transition from …Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Marketing management: analysis. planning. implementation and control (2000)Marketing management: analysi…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…International Marketing and Purchasing of Industrial Goods: An Interaction Approach (1982)International Marketing and P…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Marketing Management: Analysis, Planning and Control (1973)Marketing Management: Analysi…Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Evolving to a New Dominant Logic for Marketing (2003)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)E-S-QUAL (2004)How Many Interviews Are Enough? (2005)A General Inductive Approach for Analyzing Qualitative Evaluation Data (2006)The qualitative content analysis process (2008)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2008Qualitative Data Analysis17,372 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2000Marketing management: analysis. planning. implementation and control6,649 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1973Marketing Management: Analysis, Planning and Control2,439 cited
  • 2003Managing the transition from products to services2,328 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1982International Marketing and Purchasing of Industrial Goods: An Interaction Approach

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  • 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
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