Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Prozessuale Zufriedenheitsermittlung und Zufriedenheitsdynamik bei Dienstleistungen

16 references·8 citing·34 second hop

FromToDepth

this work references cited by second hop

References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
1992Marketing Services: Competing Through Quality2,178 cited
1990Service management and marketing: managing the moments of truth in service competition1,899 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
1987Expectations and Norms in Models of Consumer Satisfaction1,166 cited
1983Modeling Consumer Satisfaction Processes Using Experience-Based Norms966 cited
1989Linking service quality, customer satisfaction, and behavioral intention.935 cited
1987Service Positioning through Structural Change928 cited
1994

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

Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice

852 cited

1985Planning the service encounter435 cited

Cited by

2001The Impact of Critical Incidents on Customer Satisfaction in Business-to-Business Relationships60 cited
2010A DIP‐construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry57 cited
2012Service receivers' negative emotions in airline and hospital service settings57 cited
2011A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)32 cited
2002Messung von Kundenzufriedenheit32 cited
2011Der Zusammenhang zwischen Kundennähe, Kundenzufriedenheit und Kundenbindung sowie deren Erfolgswirkungen30 cited
2009Von der Kundenintegration zur Anbieterintegration: Die Erweiterung anbieterseitiger Wertschöpfungsprozesse auf kundenseitige Nutzungsprozesse29 cited
2014The influence of customer satisfaction on customer price behavior: literature review and identification of research gaps18 cited