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Interactive Services Marketing
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Interactive Services Marketing (2000)Interactive Services MarketingManaging service quality in high customer contact B2B services across domestic and international markets (2015)Managing service quality in h…Tailoring to Customers’ Needs (2014)Tailoring to Customers’ NeedsPsychological Empowerment and Job Satisfaction in Jordanian Hospitals (2013)Psychological Empowerment and…Spectator Rage as the Dark Side of Engaging Sport Fans (2012)Spectator Rage as the Dark Si…Service value co-creation model considering experience based on service field concept (2012)Service value co-creation mod…Measuring service quality and a comparative analysis in the passenger carriage of airline industry (2011)Measuring service quality and…Employee perspectives of service quality in the supermarket sector (2009)Employee perspectives of serv…Category‐specific RECIPEs for internet retailing quality (2009)Category‐specific RECIPEs for…A CAD system for service innovation: integrated representation of function, service activity, and product behaviour (2009)A CAD system for service inno…Evaluation of Hotel Service Quality Based on Customer Satisfaction (2007)Evaluation of Hotel Service Q…E-Services: A Synthesis and Research Agenda (2007)E-Services: A Synthesis and R…Buyer-seller interaction patterns during ongoing service exchange (2007)Buyer-seller interaction patt…Improvisation in service performances: lessons from jazz (2006)Improvisation in service perf…Designing and executing memorable service experiences: Lights, camera, experiment, integrate, action! (2006)Designing and executing memor…Services Advertising and Integrated Marketing Communications: An Empirical Examination (2003)Services Advertising and Inte…Exploring managers’ implicit theories of atmospheric music: comparing academic analysis to industry insight (2003)Exploring managers’ implicit …A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Measuring Service Quality: A Reexamination and Extension (1992)Evolving to a New Dominant Logic for Marketing (2003)Modelling e‐service quality and its consequences in India: an SEM approach (2011)Technology in use – characterizing customer self-service devices (SSDS) (2019)The role of structural assurance on previous satisfaction, trust and continuance intention (2019)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Quality risk assessment model for airline services concerning Taiwanese airlines (2016)Shopping motivation in consumer loyalty formation process: the case of Spanish retail (2021)A Literature Review of Studies Analysing Air Transport Service Quality from the Passengers’ Point of View (2022)Organizational Citizenship Behavior: The Good Soldier Syndrome. (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Strangers in the night: speeddating, CCI and service businesses (2007)Deviant employees and dreadful service encounters: customer tales of discord and distrust (2010)Mortality, morality and the marketplace: empathetic improvisation and the double duty of care in service encounters with bereaved consumers (2017)The Analytic Hierarchy Process (1985)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Value visualization in Product Service Systems preliminary design (2013)A Service Engineering framework to design and assess an integrated product-service (2015)PSS modularisation: a customer-driven integrated approach (2018)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)Managing service employees: literature review, expert opinions, and research directions (2016)Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter (2017)Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction (2018)Atmospherics as a Marketing Tool (1974)Employee and customer perceptions of service in banks: Replication and extension. (1985)Critical Service Encounters: The Employee's Viewpoint (1994)Deviant Customer Behavior: An Exploration of Frontline Employee Tactics (2006)Exploring the forms of dysfunctional customer behaviour: A study of differences in servicescape and customer disaffection with service (2011)Sounds Big: The Effects of Acoustic Pitch on Product Perceptions (2016)The Core Competence of the Corporation (2006)Exploring the associations between standards for service delivery (organisational culture), co-worker support, self-efficacy, job satisfaction and customer orientation in the real estate industry (2013)Analysing supermarket performance with the high-performance organisation framework (2017)Social Learning Theory. (1978)Stress, appraisal, and coping (1985)Social Foundations of Thought and Action (2002)Rivalry and fan aggression: why acknowledging conflict reduces tension between rival fans and downplaying makes things worse (2018)Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It (2023)Unveiling the symphony of experience: Exploring flow, inspiration, and revisit intentions among music festival attendees within the SOR model (2024)Content Analysis for the Social Sciences and Humanities. (1970)Problems and Strategies in Services Marketing (1985)Services Marketing: Integrating Customer Focus Across the Firm (1996)Cause-Related Marketing in the Retail and Finance Sectors (2008)Content strategies and audience response on Facebook brand pages (2015)Developing the Integrated Marketing Communication (IMC) through Social Media (SM): The Modern Marketing Communication Approach (2022)Cognitive Elements of Empowerment: An "Interpretive" Model of Intrinsic Task Motivation (1990)Mediating Effect Of Job Satisfaction In The Relationship Between Psychological Empowerment And Job Performance (2015)The Effects of Psychological Empowerment on Job Satisfaction and Job Performance of Tourist Guides (2016)The Motivation to Work (2017)Employee empowerment and empowering leadership: A literature review (2020)
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  • 2014Tailoring to Customers’ Needs150 cited
  • 2007E-Services: A Synthesis and Research Agenda116 cited
  • 2003Exploring managers’ implicit theories of atmospheric music: comparing academic analysis to industry insight86 cited
  • 2009A CAD system for service innovation: integrated representation of function, service activity, and product behaviour82 cited
  • 2013Psychological Empowerment and Job Satisfaction in Jordanian Hospitals71 cited
  • 2009Employee perspectives of service quality in the supermarket sector61 cited
  • 2011Measuring service quality and a comparative analysis in the passenger carriage of airline industry59 cited
  • 2006Improvisation in service performances: lessons from jazz55 cited
  • 2012Spectator Rage as the Dark Side of Engaging Sport Fans54 cited
  • 2003Services Advertising and Integrated Marketing Communications: An Empirical Examination45 cited
  • 2007Buyer-seller interaction patterns during ongoing service exchange38 cited
  • 2007Evaluation of Hotel Service Quality Based on Customer Satisfaction35 cited
  • 2009Category‐specific RECIPEs for internet retailing quality34 cited
  • 2015Managing service quality in high customer contact B2B services across domestic and international markets

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32 cited
  • 2012Service value co-creation model considering experience based on service field concept28 cited
  • 2006Designing and executing memorable service experiences: Lights, camera, experiment, integrate, action!27 cited