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The interactive interface of service quality
16 references·0 citing·35 second hop
The interactive interface of service quality (2006)The interactive interface of service qual…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Developing relationships in business networks (1995)Developing relationships in b…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…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…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Servqual : a multiple-item scale for measuring customer perceptions of service quality (1986)Servqual : a multiple-item sc…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …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…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Principles of Marketing (1972)Principles of MarketingEvaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Nature of the Firm (1937)Economic Action and Social Structure: The Problem of Embeddedness (1985)”Coopetition” in Business Networks—to Cooperate and Compete Simultaneously (2000)The strategic impact of external networks: subsidiary performance and competence development in the multinational corporation (2002)Firm resources and sustained competitive advantage (2004)Sustainable supply chain management and inter‐organizational resources: a literature review (2009)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)Advertising as Information (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Comparative fit indexes in structural models. (1990)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)The relationship marketing process: communication, interaction, dialogue, value (2004)Re-conceptualizing Information System Success: The IS-Impact Measurement Model (2008)Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Service Convenience (2002)Effects of innovation types on firm performance (2011)
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References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 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
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1972Principles of Marketing5,587 cited
  • 1995Developing relationships in business networks3,265 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality

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1,857 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
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