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Critical incident techniques

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References

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1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1954The critical incident technique.8,184 cited
1980Feeling and thinking: Preferences need no inferences.8,070 cited
1973On the psychology of prediction.6,201 cited
2007Critical Incident Technique5,287 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1984Stress, Appraisal, and Coping. New York, NY: Springer;3,473 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1991Asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis.2,387 cited
1984Strategic Management and Marketing in the Service Sector1,667 cited
1987The new marketing—Developing long-term interactive relationships1,070 cited
1991Handbook of consumer behavior1,033 cited
1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited

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1983Conscious and unconscious perception: An approach to the relations between phenomenal experience and perceptual processes905 cited

Cited by

2016Examining the key dimensions of mobile banking service quality: an exploratory study195 cited
2014Understanding student satisfaction and dissatisfaction: an interpretive study in the UK higher education context166 cited
2004Customer Switching Patterns in Competitive and Noncompetitive Service Industries163 cited
2002Methods of Investigating Critical Incidents140 cited
2007Buyer‐seller relationship development episodes: theories and methods118 cited
2010A CIT investigation of other customers' influence in services104 cited
2015Choosing the Geoscience Major: Important Factors, Race/Ethnicity, and Gender99 cited
2003A critical incident approach to the examination of customer relationship management in a retail chain: an exploratory study99 cited
2015Value co-destruction between customers and frontline employees98 cited
2011Investigating the Key Routes to Customer Delight94 cited
2009PeerCare: Supporting Awareness of Rhythms and Routines for Better Aging in Place86 cited
2015Designing Public Services: The usefulness of three service design methods for identifying user experiences81 cited
2013Adolescent Spiritual Exemplars81 cited
2020The Interplay of IT Users’ Coping Strategies: Uncovering Momentary Emotional Load, Routes, and Sequences76 cited
2006E‐customers' third party complaining and complimenting behavior71 cited
2003A content analysis of complaints and compliments71 cited