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Internal service barometers

16 references·16 citing·41 second hopsampled

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References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1979Review of Psychometric theory (2nd ed.).11,425 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1983Measuring individual differences in empathy: Evidence for a multidimensional approach.10,260 cited
1993What is coefficient alpha? An examination of theory and applications.8,803 cited
1999Whence Consumer Loyalty?7,319 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Zero defections: quality comes to services.5,373 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1994Putting the Service-Profit Chain to Work

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3,732 cited

1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited

Cited by

2007The strategic role of knowledge management in nonprofit organisations80 cited
2008A gap model of purchasing's internal service quality: Concept, case study and internal survey78 cited
2010Measuring internal service quality: comparing the gap‐based and perceptions‐only approaches74 cited
2021Does employee satisfaction influence customer satisfaction? Assessing coffee shops through the service profit chain model65 cited
2010Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: an empirical study59 cited
2013Applying Service Profit Chain model to the Korean restaurant industry49 cited
2013Developing an integrative model of internal and external marketing35 cited
2007The Brand Inside: The Factors of Failure and Success in Internal Branding - Special Issue on Irish Perspectives on Marketing Relationships and Networks35 cited
2017Exploring service climate and employee performance in multicultural service settings35 cited
2016Complexity of internal services: Scale development and validation33 cited
2017E-procurement quality from an internal customer perspective30 cited
2011Internal service quality and job satisfaction synergies for performance improvement: Some evidence from a B2B environment29 cited
2010Das Konzept des Internen Servicebarometers – Bestandsaufnahme, Methodik und empirische Befunde27 cited
2011Reliability of the internal service encounter26 cited
2015Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen23 cited
2015Are service marketing models really used in modern practice?20 cited