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ArticleService Performance Gap

Pierre Chenet1999

Article1999

Service Performance Gap

Pierre Chenet · Caroline Tynan · Arthur Money

79 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Service and Product Innovation Employee Performance and Motivation

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References

1994The Commitment-Trust Theory of Relationship Marketing 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1990Foundations of social theory 1993Organizational culture and leadership 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1965Exchange and Power in Social Life.1965Inequity In Social Exchange 1992Measuring Service Quality: A Reexamination and Extension

Cited by

2001Cross‐national assessment of service quality in the telecommunication industry: evidence from the USA and Germany 2005Price, brand cues, and banking customer value 2012Reviewing and conceptualising customer-perceived value 2000The service performance gap: testing the redeveloped causal model 2017Customer and selling orientations of retail salespeople and the sales manager's ability-to-perceive-emotions: A multi-level approach 2015The Behavioral Consequences of Service Quality: An Empirical Study in the Chinese Retail Pharmacy Industry

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2000The service performance gap: testing the redeveloped causal modelarticle · 49 shared references 2007Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyaltyarticle · 19 shared references 2002THE CUSTOMER'S PATH TO LOYALTY: A PARTIAL TEST OF THE RELATIONSHIPS OF PRIOR EXPERIENCE, JUSTICE, AND CUSTOMER SATISFACTIONthesis · 19 shared references 2001Measuring and managing service quality: integrating customer expectationsarticle · 17 shared references 2008Research themes, concepts and relationshipsarticle · 16 shared references 2012Role of trust in explaining repurchase intentionarticle · 16 shared references

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Year1999

Typearticle

Published1999-10-01

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations79

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0148-2963(98)00017-4

openalex_workW1492335807

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2012Customer Integration during Innovation Development: An Exploratory Study in the Logistics Service Industry

2011Modelling e‐service quality and its consequences in India: an SEM approach