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From Tin Soldiers to Russian Dolls: Creating Added Value Through Services
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From Tin Soldiers to Russian Dolls: Creating Added Value Through Services (1993)From Tin Soldiers to Russian Dolls: Creat…Modelling service quality in the construction industry (2014)Modelling service quality in …E-service flexibility: meeting new customer demands online (2013)E-service flexibility: meetin…Customer service expectations in retail banking in Africa (2010)Customer service expectations…A conceptual framework for studying customer satisfaction in residential construction (2007)A conceptual framework for st…The Impact of Culture on Technology and Business: An Interdisciplinary, Experiential Course Paradigm (2005)The Impact of Culture on Tech…An exploratory study on the use of banking technology in the UK (2005)An exploratory study on the u…Self‐service with a smile? (2004)Self‐service with a smile?Search quality in the financial services industry: a contingency perspective (2004)Search quality in the financi…Service System (2001)Service SystemAlchemy: the transformation to service excellence (2000)Alchemy: the transformation t…Profitability and customer satisfaction in services (1999)Profitability and customer sa…Becoming a customer “owning” corporation (1996)Becoming a customer “owning” …A dynamic theory of service delivery : implications for managing service quality (1996)A dynamic theory of service d…Dimensions of customer orientation: An empirical investigation of the UK financial services sector (1995)Dimensions of customer orient…Customer service as a competitive strategy (1995)Customer service as a competi…Quality in services: The ‘softer’ side is ‘harder’ (and smarter) (1994)Quality in services: The ‘sof…Relevance Lost: The Rise and Fall of Management Accounting (1987)From value chain to value constellation: designing interactive strategy. (1993)Putting the Service-Profit Chain to Work (1994)A SUSTAINABLE BUSINESS PROFIT THROUGH CUSTOMERS AND ITS IMPACTS ON THREE KEY BUSINESS DOMAINS: TECHNOLOGY, INNOVATION, AND SERVICE (TIS) (2023)The critical incident technique. (1954)Developing Buyer-Seller Relationships (1987)The Commitment-Trust Theory of Relationship Marketing (1994)A service perspective on modelling intentions of on‐line purchasing (2006)The impact of internet banking on business‐customer relationships (are you being self‐served?) (2008)Predicting the Likelihood of Voiced Complaints in the Self-Service Technology Context (2009)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Behavioral Consequences of Service Quality (1996)“One size doesn't fit all”: Tourism and hospitality employees' response to internal brand management (2010)The nexus between CRM and competitive advantage: the mediating role of customer loyalty (2023)Importance-Performance Analysis (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Quantitative Evaluation of the Internet Banking Service Encounter's Quality: Comparative Study between Jordan and the UK Retail Banks. (2008)Challenges in serving the mass affluent segment: bank customer perceptions of service quality (2012)Applying a SERVQUAL Model to Measure the Impact of Service Quality on Customer Loyalty among Local Saudi Banks in Riyadh (2013)Building the Learning Organization (1995)Assessing customer‐salesperson interactions in a retail chain: differences between city and country retail districts (2003)Customers’ zone of tolerance for retail stores (2011)Service excellence in UK retail banking: customers’ perspectives of the important antecedents (2015)A theory of human motivation. (1943)A Theory of Cognitive Dissonance (1957)The theory of planned behavior (1991)Transaction-related issues and construction project performance (2012)Critical Criteria on Client and Customer Satisfaction for the Issue of Performance Measurement (2013)Construction service quality and satisfaction for a targeted housing customer (2016)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Operations in banking: the service quality and effects on satisfaction and loyalty (2010)Satisficing data envelopment analysis: An application to SERVQUAL efficiency (2014)The three-stage model of service consumption (2015)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Electronic Commerce: A Manager's Guide (1996)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Barriers to public supply chain management strategy implementation: an exploratory diagnosis (2016)Auxiliary Flexibility in Healthcare Delivery System: An Integrative Framework and Implications (2018)Common traits in online shopping behavior: A study of different generational cohorts (2023)The diffusion of innovations (1983)The balanced scorecard : measures that drive performance (1992)The balanced scorecard--measures that drive performance. (1992)The electronic `go-between service provider': a new `middle' role taking centre stage (1999)Retaining telephone banking customers at Frontier Bank (2002)A conceptualisation of a customer‐bank bond in the context of the twenty‐first century UK retail banking industry (2005)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Monitoring Customer Perceived Service Quality and Satisfaction during the Construction Process (2015)Relationship between perceived service quality and client satisfaction indicators of engineering consultancy services in building projects (2020)Developing a Novel Architectural Technology Adoption Model Incorporating Organizational Factors and Client Satisfaction (2025)
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  • 2004Self‐service with a smile?84 cited
  • 2005An exploratory study on the use of banking technology in the UK71 cited
  • 2004Search quality in the financial services industry: a contingency perspective54 cited
  • 1996Becoming a customer “owning” corporation52 cited
  • 2007A conceptual framework for studying customer satisfaction in residential construction48 cited
  • 2013E-service flexibility: meeting new customer demands online37 cited
  • 2001Service System36 cited
  • 2014Modelling service quality in the construction industry33 cited
  • 1999Profitability and customer satisfaction in services32 cited
  • 2000Alchemy: the transformation to service excellence28 cited
  • 1996A dynamic theory of service delivery : implications for managing service quality28 cited
  • 2005The Impact of Culture on Technology and Business: An Interdisciplinary, Experiential Course Paradigm27 cited
  • 1995Customer service as a competitive strategy25 cited
  • 2010Customer service expectations in retail banking in Africa24 cited
  • 1994Quality in services: The ‘softer’ side is ‘harder’ (and smarter)

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23 cited
  • 1995Dimensions of customer orientation: An empirical investigation of the UK financial services sector19 cited