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Which classroom service encounters make students happy or unhappy?
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Which classroom service encounters make students happy or unhappy? (2010)Which classroom service encounters make s…Critical Incident Technique (2007)Critical Incident TechniqueThe Critical Incident Technique in Service Research (2004)The Critical Incident Techniq…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Defining Quality (1993)Defining QualityA performance indicator of teaching quality in higher education: The Course Experience Questionnaire (1991)A performance indicator of te…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Basic Content Analysis (1990)Basic Content AnalysisNegative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…The Measurement of Observer Agreement for Categorical Data (1977)The Measurement of Observer A…A Coefficient of Agreement for Nominal Scales (1960)A Coefficient of Agreement fo…The critical incident technique. (1954)The critical incident techniq…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Advances in Consumer Research (2025)Measuring Service Quality: A Reexamination and Extension (1992)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Whence Consumer Loyalty? (1999)The Discovery of Grounded Theory (2017)Reliability of Content Analysis: The Case of Nominal Scale Coding (1955)Schedule for Affective Disorders and Schizophrenia for School-Age Children-Present and Lifetime Version (K-SADS-PL): Initial Reliability and Validity Data (1997)Interrater reliability: the kappa statistic (2012)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)Zero defections: quality comes to services. (1990)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Satisfaction: a behavioral perspective on the consumer (2010)Artificial Intelligence in Service (2018)Guidelines, criteria, and rules of thumb for evaluating normed and standardized assessment instruments in psychology. (1994)The feasibility of creating a checklist for the assessment of the methodological quality both of randomised and non-randomised studies of health care interventions. (1998)Preferred reporting items for systematic review and meta-analysis protocols (PRISMA-P) 2015 statement (2015)RoB 2: a revised tool for assessing risk of bias in randomised trials (2019)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Qualitative content analysis in nursing research: concepts, procedures and measures to achieve trustworthiness (2003)Three Approaches to Qualitative Content Analysis (2005)The qualitative content analysis process (2008)A Paradigm for Developing Better Measures of Marketing Constructs (1979)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)
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References

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  • 1960A Coefficient of Agreement for Nominal Scales42,710 cited
  • 2003Evolving to a New Dominant Logic for Marketing15,040 cited
  • 1954The critical incident technique.8,184 cited
  • 1990Basic Content Analysis7,746 cited
  • 2007Critical Incident Technique5,287 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,871 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,939 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,929 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,925 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,822 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1993Defining Quality1,638 cited
  • 1991A performance indicator of teaching quality in higher education: The Course Experience Questionnaire1,301 cited

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  • 2004The Critical Incident Technique in Service Research1,117 cited
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