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Service Breakthroughs: Changing the Rules of the Game
0 references·16 citing·54 second hopsampled
Service Breakthroughs: Changing the Rules of the Game (1990)Service Breakthroughs: Changing the Rules…Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context (2008)Satisfaction, quality and val…Removing the contextual lens: A multinational, multi-setting comparison of service evaluation models (2005)Removing the contextual lens:…Dimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons (2005)Dimensions of service quality…Linking complaint management to profit (2001)Linking complaint management …The impact of demand fluctuation on the quality of service: a tourism industry example (2000)The impact of demand fluctuat…Customer equity considerations in service recovery: a cross‐industry perspective (2000)Customer equity consideration…Work Organization, Technology, and Performance in Customer Service and Sales (1999)Work Organization, Technology…Servicizing: The Quiet Transition to Extended Product Responsibility (1999)Servicizing: The Quiet Transi…Service Recovery Strategies for Single and Double Deviation Scenarios (1999)Service Recovery Strategies f…Emotional Labor in Service Work (1999)Emotional Labor in Service Wo…SERV∗OR: A managerial measure of organizational service-orientation (1998)SERV∗OR: A managerial measure…On the relationship between customer participation and satisfaction: two frameworks (1997)On the relationship between c…Customer value change in industrial marketing relationships: A call for new strategies and research (1997)Customer value change in indu…Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry (1995)Strategic Determinants of Ser…Linking strategy and human resource practices: How employee and customer contracts are created (1994)Linking strategy and human re…Operations as marketing: A competitive service strategy (1991)Operations as marketing: A co…Significance tests and goodness of fit in the analysis of covariance structures. 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(1991)Operations, Quality, and Profitability in the Provision of Banking Services (1999)Towards a Theory of Competitive Progression: Evidence from High‐Tech Manufacturing (2004)The central role of knowledge integration capability in service innovation-based competitive strategy (2018)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Motivation and Personality (1997)Learning orientation and market orientation (2005)Implementing the Marketing Concept at the Employee-Customer Interface: The Role of Customer Need Knowledge (2009)Entrepreneurship: Its relationship with market orientation and learning orientation and as antecedents to innovation and customer value (2010)Out of the Crisis (1982)Structural Equations with Latent Variables (1989)The viability of alternative call centre production models (2002)Who's On the Line? Indian Call Center Agents Pose as Americans for U.S.‐Outsourced Firms (2007)Work-based resources as moderators of the relationship between work hours and satisfaction with work-family balance. (2007)Research in Organizational Behavior. (1986)THE PEOPLE MAKE THE PLACE (1987)Psychological and implied contracts in organizations (1989)A Corporate Character Scale to Assess Employee and Customer Views of Organization Reputation (2004)Creating psychological and legal contracts through human resource practices: A signaling theory perspective (2009)Conceptualizing human resource management in the gig economy (2019)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Structural equation modeling in practice: A review and recommended two-step approach. 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(2013)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)The antecedents and consequents of relationship quality in internet shopping (2010)SERVQUAL in Malaysian universities: perspectives of international students (2011)Social commerce: Factors affecting customer repurchase and word-of-mouth intentions (2021)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)On the Evaluation of Structural Equation Models (1988)Review and future directions of cross-cultural consumer services research (2007)A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model (2014)Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector (2014)Delivering quality service: balancing customer perceptions and expectations (1990)The Effect of Compensation on Repurchase Intentions in Service Recovery☆ (2008)Effects of perceived service fairness on emotions, and behavioral intentions in restaurants (2010)Satisfaction: a behavioral perspective on the consumer (2010)The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust (2012)Labor and Monopoly Capital (1974)Labor and Monopoly Capital: The Degradation of Work in the Twentieth Century. (1976)The Managed Heart: Commercialization of Human Feeling (1984)The Managed Hand (2003)Emotional Labor and Organized Emotional Care (2006)Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulation† (2008)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses (2008)Service value revisited: Specifying a higher-order, formative measure (2008)Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level (2009)
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  • 1997Customer value change in industrial marketing relationships: A call for new strategies and research414 cited
  • 1998SERV∗OR: A managerial measure of organizational service-orientation402 cited
  • 2005Removing the contextual lens: A multinational, multi-setting comparison of service evaluation models387 cited
  • 1999Work Organization, Technology, and Performance in Customer Service and Sales380 cited
  • 1995Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry331 cited
  • 1994Linking strategy and human resource practices: How employee and customer contracts are created329 cited
  • 2005Dimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons317 cited
  • 2000Customer equity considerations in service recovery: a cross‐industry perspective294 cited
  • 1999Emotional Labor in Service Work285 cited
  • 2008Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context282 cited
  • 1999Servicizing: The Quiet Transition to Extended Product Responsibility254 cited
  • 1997On the relationship between customer participation and satisfaction: two frameworks244 cited
  • 2001Linking complaint management to profit240 cited

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  • 1991Operations as marketing: A competitive service strategy225 cited
  • 2000The impact of demand fluctuation on the quality of service: a tourism industry example216 cited
  • 1999Service Recovery Strategies for Single and Double Deviation Scenarios210 cited