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Incorporating the Dual Customer Roles in e-Service Design
16 references·0 citing·52 second hop
Incorporating the Dual Customer Roles in e-Service Design (2003)Incorporating the Dual Customer Roles in …The Service Profit Chain (2010)The Service Profit ChainCommercial Scenarios for the Web: Opportunities and Challenges (2006)Commercial Scenarios for the …Measuring Factors that Influence the Success of Internet Commerce (2002)Measuring Factors that Influe…E‐services: operating strategy—a case study and a method for analyzing operational benefits (2002)E‐services: operating strateg…Customer Loyalty in E-Commerce (2002)Customer Loyalty in E-CommerceBusinesses as Buildings: Metrics for the Architectural Quality of Internet Businesses (2002)Businesses as Buildings: Metr…Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics (2002)Antecedents of B2C Channel Sa…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Principles of Internet Marketing (1999)Principles of Internet Market…Operations, Quality, and Profitability in the Provision of Banking Services (1999)Operations, Quality, and Prof…Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches (1997)Service quality and operating…A Classification of Internet Retail Stores (1997)A Classification of Internet …A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Data Envelopment Analysis: Theory, Methodology, and Applications (1994)Data Envelopment Analysis: Th…Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation (1986)Clients as "Partial" Employee…Where does the customer fit in a service operation? (1979)Where does the customer fit i…Putting the Service-Profit Chain to Work (1994)The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Steps toward a science of service systems (2007)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)On the Evaluation of Structural Equation Models (1988)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)The theory of planned behavior (1991)Validation Guidelines for IS Positivist Research (2004)Understanding e-learning continuance intention: An extension of the Technology Acceptance Model (2006)Understanding consumer acceptance of mobile payment services: An empirical analysis (2009)Culture's Consequences: International Differences in Work-Related Values (1981)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Building Effective Online Marketplaces with Institution-Based Trust (2004)Understanding and Mitigating Uncertainty in Online Exchange Relationships: A Principal–Agent Perspective1 (2007)Exchange and Power in Social Life (2017)A Paradigm for Developing Better Measures of Marketing Constructs (1979)The Measurement of End-User Computing Satisfaction (1988)Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)Interpreting Dimensions of Consumer Trust in E-Commerce (2003)The impact of the online and offline features on the user acceptance of Internet shopping malls (2004)An Extended Privacy Calculus Model for E-Commerce Transactions (2006)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Zero defections: quality comes to services. (1990)Measuring Service Quality: A Reexamination and Extension (1992)Customer satisfaction with services: putting perceived value into the equation (2000)Service loyalty (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)Social Learning Theory. (1978)Emotional Labor in Service Roles: The Influence of Identity (1993)Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Psychological Implications of Customer Participation in Co-Production (2003)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Satisfaction: a behavioral perspective on the consumer (2010)The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields (1983)A New Marketing Paradigm for Electronic Commerce (1997)Survey of Internet users' attitudes toward Internet advertising (1999)Preparing for the New Economy: Advertising Strategies and Change in Destination Marketing Organizations (2000)The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)Diffusion of Innovations 1 (2019)A Framework for Analyzing Customer Service Orientations in Manufacturing (1989)Quality and effectiveness in Web-based customer support systems (2002)New measurement scales for evaluating perceptions of the technology‐mediated customer service experience (2004)Handbook on Constructing Composite Indicators (2005)Efficiency decomposition in two-stage data envelopment analysis: An application to non-life insurance companies in Taiwan (2007)Data envelopment analysis (DEA) – Thirty years on (2008)
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References

  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 1994Data Envelopment Analysis: Theory, Methodology, and Applications2,873 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 2002Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics1,205 cited
  • 2002Customer Loyalty in E-Commerce1,062 cited
  • 2010The Service Profit Chain1,034 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 2006Commercial Scenarios for the Web: Opportunities and Challenges812 cited
  • 1986Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation705 cited
  • 2002Measuring Factors that Influence the Success of Internet Commerce587 cited
  • 1999Principles of Internet Marketing493 cited
  • 2002E‐services: operating strategy—a case study and a method for analyzing operational benefits341 cited
  • 1999Operations, Quality, and Profitability in the Provision of Banking Services297 cited
  • 1997A Classification of Internet Retail Stores262 cited
  • 1997Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches

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236 cited
  • 2002Businesses as Buildings: Metrics for the Architectural Quality of Internet Businesses211 cited
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