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Managing Service Quality with Internal Marketing Schematics
16 references·4 citing·34 second hop
Managing Service Quality with Internal Marketing Schematics (1999)Managing Service Quality with Internal Ma…Implementing and Measuring the Effectiveness of Internal Marketing. (1998)Implementing and Measuring th…Striving for quality: The key role of internal and external customers (1996)Striving for quality: The key…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…RESERV: An Instrument for Measuring Real Estate Brokerage Service Quality (1995)RESERV: An Instrument for Mea…Measuring service quality: a systems approach (1995)Measuring service quality: a …A Revised View of Service Quality Dimensions (1995)A Revised View of Service Qua…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Management of Customer Expectations in Service Firms: A Study and a Checklist (1994)Management of Customer Expect…Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Service Positioning through Structural Change (1987)Service Positioning through S…Planning the service encounter (1985)Planning the service encounterA Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…How to Design a Service (1982)How to Design a ServiceInternal Marketing to Enhance Job Satisfaction and Organisational Performance Among Lecturers in Malaysian Private Universities (2023)Internal Marketing to Enhance…An Exploratory Study of the Application of Internal Marketing in Professional Service Organizations (2009)An Exploratory Study of the A…Marketing management in services (2005)Marketing management in servi…Managing Services (2005)Managing ServicesStrategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Breaking Free from Product Marketing (1977)Designing services that deliver (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Customer satisfaction, customer retention, and market share (1993)River Magic: Extraordinary Experience and the Extended Service Encounter (1993)Advertising as Information (1974)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)Research in Organizational Behavior: An Annual Series of Analytical Essays and Critical Reviews (1985)New service development: a review of the literature and annotated bibliography (1998)Customer experience: fundamental premises and implications for research (2020)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)“Culture shocks” in inter‐cultural service encounters? (1999)The role of emotional satisfaction in service encounters (2004)The management of destination brands: Five guiding principles based on recent developments in corporate branding theory (2007)Customer perceptions of service quality: A critique (2001)Customer satisfaction in industrial markets: dimensional and multiple role issues (2001)Measuring and managing service quality: integrating customer expectations (2001)
this work references cited by second hop

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
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 1982How to Design a Service1,077 cited
  • 1987Service Positioning through Structural Change928 cited
  • 1985Planning the service encounter435 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment333 cited
  • 1998Implementing and Measuring the Effectiveness of Internal Marketing.134 cited
  • 1995Measuring service quality: a systems approach121 cited
  • 1996Striving for quality: The key role of internal and external customers99 cited
  • 1994Management of Customer Expectations in Service Firms: A Study and a Checklist93 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 1995A Revised View of Service Quality Dimensions89 cited
  • 1995RESERV: An Instrument for Measuring Real Estate Brokerage Service Quality73 cited
  • Cited by

    • 2009An Exploratory Study of the Application of Internal Marketing in Professional Service Organizations31 cited
    • 2005Marketing management in services20 cited
    • 2005Managing Services15 cited
    • 2023Internal Marketing to Enhance Job Satisfaction and Organisational Performance Among Lecturers in Malaysian Private Universities2 cited