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Essentials of Services Marketing
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Essentials of Services Marketing (2008)Essentials of Services MarketingOnline persuasion of review emotional intensity: A text mining analysis of restaurant reviews (2020)Online persuasion of review e…Customer Engagement: A Systematic Review and Future Research Priorities (2020)Customer Engagement: A System…Human Capital and Entrepreneurial Competencies towards Performance of Informal Microenterprises in Kelantan, Malaysia (2018)Human Capital and Entrepreneu…Constructing hotel brands: A multimodal analysis of luxury hotel homepages (2016)Constructing hotel brands: A …A service failure framework of hotels in Taiwan (2016)A service failure framework o…Revenue Management: Advanced Strategies and Tools to Enhance Firm Profitability (2015)Revenue Management: Advanced …How the personality of retail bank customers interferes with the relationship between service quality and loyalty (2015)How the personality of retail…Examining the Key Factors Affecting e-Service Quality of Small Online Apparel Businesses in Malaysia (2015)Examining the Key Factors Aff…Does Service Recovery Affect Customer Satisfaction? 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(2011)Do Online Services Contribute…Automated service quality as a predictor of customers' commitment (2011)Automated service quality as …Quality in group service encounters (2010)Quality in group service enco…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)The mediating impact of stickiness and loyalty on word-of-mouth promotion of retail websites (2014)Examining stealing thunder as a new service recovery strategy: impact on customer loyalty (2019)A conceptual model development of the impact of higher education service quality in guaranteeing edu‐tourists' satisfaction and behavioral intentions (2020)Structural equation modeling in practice: A review and recommended two-step approach. 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(2015)Air passengers’ willingness to pay for ancillary services on long-haul flights (2021)An approach to environmental psychology (1974)Prospect theory: An analysis of decision under risk (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Restaurant Sales and Customer Demand Forecasting: Literature Survey and Categorization of Methods (2016)The moderating effect of perceived spatial crowding on the relationship between perceived service encounter pace and customer satisfaction (2017)Perceived fairness of revenue management practices in casual and fine-dining restaurants (2019)Understanding Attitudes and Predicting Social Behavior (1980)The Impact of E-Service Quality on Customer Satisfaction in Malaysia (2020)Unsupervised Modelling of E-Customers’ Profiles: Multiple Correspondence Analysis with Hierarchical Clustering of Principal Components and Machine Learning Classifiers (2024)Advances in Consumer Research (2025)A Service Quality Model and its Marketing Implications (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Price or Convenience: What Is More Important for Online and Offline Bookings? A Study of a Five-Star Resort Hotel in Taiwan (2020)The effects on service value and customer retention by integrating after sale service into the traditional marketing mix model of clothing store brands in China (2021)Influence of individual and social values on customer engagement in luxury thermal spa hotels: The mediating roles of perceived justice and brand experience (2023)The Elaboration Likelihood Model of Persuasion (1986)An argument for basic emotions (1992)Bad is Stronger than Good (2001)Is a picture worth a thousand words? Understanding the role of review photo sentiment and text-photo sentiment disparity using deep learning algorithms (2022)Process vs. outcome: Effects of food photo types in online restaurant reviews on consumers’ purchase intention (2022)How do reward personalization options influence the public’s willingness to participate in innovation projects? Insights from crowdfunding in Industry 5.0 (2024)Naturalistic inquiry (1985)The Commitment-Trust Theory of Relationship Marketing (1994)Towards a Methodology for Developing Evidence‐Informed Management Knowledge by Means of Systematic Review (2003)Evaluating the Impact of Customer Relationship Management (CRM) Strategies on Customer Retention (A Study of Fast Food Chains in Pakistan) (2020)Does Customer Experience Always Benefit Company? Examining Customers’ Epistemic Motivation and Interaction With Service Contexts (2021)Determinants of disengagement and negative customer engagement behaviour: expectancy disconfirmation and justice perspectives (2024)Strategic management a stakeholder approach (2010)The Impact of Perceived Service Quality on Customer Loyalty in Sports Clubs (2016)Zrównoważone społeczeństwo informacyjne (2017)Effect of Service Quality and Rates on Satisfaction and Loyalty of Customer Behavior at Fitness (2019)
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  • 2020Customer Engagement: A Systematic Review and Future Research Priorities130 cited
  • 2020Online persuasion of review emotional intensity: A text mining analysis of restaurant reviews119 cited
  • 2015How the personality of retail bank customers interferes with the relationship between service quality and loyalty72 cited
  • 2013Strategic Customer Management: Integrating Relationship Marketing and CRM69 cited
  • 2013An integrated service recovery system (ISRS)51 cited
  • 2011Automated service quality as a predictor of customers' commitment50 cited
  • 2016A service failure framework of hotels in Taiwan47 cited
  • 2013Customer value of purchasable supplementary services: The case of a European full network carrier's economy class44 cited
  • 2015Revenue Management: Advanced Strategies and Tools to Enhance Firm Profitability40 cited
  • 2015Examining the Key Factors Affecting e-Service Quality of Small Online Apparel Businesses in Malaysia37 cited
  • 2010Quality in group service encounters29 cited
  • 2014Does Service Recovery Affect Customer Satisfaction? A Study on Co-Created Retail Industry28 cited
  • 2018Human Capital and Entrepreneurial Competencies towards Performance of Informal Microenterprises in Kelantan, Malaysia27 cited

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2011
Do Online Services Contribute to Establishing Brand Equity Within the Retail Banking Context?
21 cited
  • 2012A Multicultural Service Sensitivity Exercise for Marketing Students17 cited
  • 2016Constructing hotel brands: A multimodal analysis of luxury hotel homepages15 cited