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Essentials of Services Marketing
0 references·16 citing·51 second hopsampled
Essentials of Services Marketing (1998)Essentials of Services MarketingThe evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions (2023)The evolution of service fail…Shopping in virtual reality: a study on consumers’ shopping experience in a stereoscopic virtual reality (2018)Shopping in virtual reality: …Error Recovery Performance (2015)Error Recovery PerformanceThe Influence of Online Reviews on Consumers' Attributions of Service Quality and Control for Service Standards in Hotels (2013)The Influence of Online Revie…RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE (2012)RETHINKING SERVICE RECOVERY: …Failure to deliver? Linking online order fulfillment glitches with future purchase behavior (2011)Failure to deliver? Linking o…Quality of past performance: Impact on consumers’ responses to service failure (2007)Quality of past performance: …Combining Service Blueprint and FMEA for Service Design (2007)Combining Service Blueprint a…Interactional service failures in a pseudorelationship: The role of organizational attributions (2006)Interactional service failure…Developing a service quality questionnaire for the hotel industry in Mauritius (2006)Developing a service quality …The role of expectations in the consumer satisfaction formation process: Empirical evidence in the travel agency sector (2005)The role of expectations in t…Customer Complaints and Organizational Responses: A Study of Hotel Guests in Northern Cyprus (2004)Customer Complaints and Organ…Service Advertising (2002)Service AdvertisingPricing retail services (2002)Pricing retail servicesComparing customer satisfaction across industries and countries (2002)Comparing customer satisfacti…An Examination of Factors Affecting Service Recovery in a Restaurant Setting (1999)An Examination of Factors Aff…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Measuring Service Quality: A Reexamination and Extension (1992)The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus (2004)Effects of the intensity of use of social media on brand equity (2018)The influence of CSR on perceived value, social media and loyalty in the hotel industry (2019)The Nature of the Firm (1937)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Commitment-Trust Theory of Relationship Marketing (1994)Interpretive research (2019)Accelerating retail supply chain performance against pandemic disruption: adopting resilient strategies to mitigate the long-term effects (2021)Real-Time Delivery Time Forecasting and Promising in Online Retailing: When Will Your Package Arrive? (2022)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)Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis (2016)Comfortable experiences in nature accommodation: Perceived service quality in Glamping (2017)“What is beautiful we book”: hotel visual appeal and expected service quality (2018)Designing services that deliver (1984)Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service Management: Operations, Strategy, Information Technology (2003)Risk management abilities in multimodal maritime supply chains: Visibility and control perspectives (2016)Benchmarking the risk assessment in green supply chain using fuzzy approach to FMEA (2018)In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers (2018)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The effects of brand relationship quality on responses to service failure of hotel consumers (2011)Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type (2012)The effects of response strategies and severity of failure on consumer attribution with regard to negative word-of-mouth (2015)Twitter sentiment analysis: Capturing sentiment from integrated resort tweets (2016)Roles of negative emotions in customers’ perceived helpfulness of hotel reviews on a user-generated review website (2017)The influence of social media on the consumers’ hotel decision journey (2017)Advances in Consumer Research (2025)Culture's Consequences: International Differences in Work-Related Values. (1983)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Development of a customer satisfaction evaluation model for construction project management (2007)An investigation of the cross-national determinants of customer satisfaction (2010)Satisfaction: a behavioral perspective on the consumer (2010)The Hong Kong tourist satisfaction index (2011)Whence Consumer Loyalty? (1999)Inherent complexity: Disability, accessible tourism and accommodation information preferences (2009)The role of motivation in visitor satisfaction: Empirical evidence in rural tourism (2009)Travel and Learning: A Neglected Tourism Research Area (2011)Zero defections: quality comes to services. (1990)Hospitality and tourism marketing: recent developments in research and future directions (2004)Providing an Explanation for Service Failure: Context, Content, and Customer Responses (2007)The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective (2011)Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)Hedonic and utilitarian motivations for online retail shopping behavior (2001)Consumer store experience through virtual reality: its effect on emotional states and perceived store attractiveness (2021)Investigating the moderating role of AI-enabled services on flow and awe experience (2022)Factors Influencing Customers’ Apparel Shopping Intention in Metaverse (2023)
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  • 2013The Influence of Online Reviews on Consumers' Attributions of Service Quality and Control for Service Standards in Hotels244 cited
  • 2005The role of expectations in the consumer satisfaction formation process: Empirical evidence in the travel agency sector199 cited
  • 2011Failure to deliver? Linking online order fulfillment glitches with future purchase behavior191 cited
  • 1999An Examination of Factors Affecting Service Recovery in a Restaurant Setting136 cited
  • 2006Developing a service quality questionnaire for the hotel industry in Mauritius133 cited
  • 2002Comparing customer satisfaction across industries and countries126 cited
  • 2006Interactional service failures in a pseudorelationship: The role of organizational attributions118 cited
  • 2007Combining Service Blueprint and FMEA for Service Design104 cited
  • 2004Customer Complaints and Organizational Responses: A Study of Hotel Guests in Northern Cyprus101 cited
  • 2018Shopping in virtual reality: a study on consumers’ shopping experience in a stereoscopic virtual reality100 cited
  • 2007Quality of past performance: Impact on consumers’ responses to service failure93 cited
  • 2023The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions79 cited
  • 2002Service Advertising

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76 cited
  • 2002Pricing retail services73 cited
  • 2012RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE56 cited
  • 2015Error Recovery Performance52 cited