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Quality in group service encounters
16 references·5 citing·44 second hop
Quality in group service encounters (2010)Quality in group service encountersService logic revisited: who creates value? And who co‐creates? (2008)Service logic revisited: who …Managing the co-creation of value (2007)Managing the co-creation of v…The future of competition: co-creating unique value with customers (2004)The future of competition: co…Co‐creating unique value with customers (2004)Co‐creating unique value with…Co-creation experiences: The next practice in value creation (2004)Co-creation experiences: The …A social influence model of consumer participation in network- and small-group-based virtual communities (2004)A social influence model of c…Psychological Implications of Customer Participation in Co-Production (2003)Psychological Implications of…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Varieties of groups and the perception of group entitativity. (2000)Varieties of groups and the p…River Magic: Extraordinary Experience and the Extended Service Encounter (1993)River Magic: Extraordinary Ex…Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience (1991)Perceived Control and the Eff…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Social Identity Theory and the Organization (1989)Social Identity Theory and th…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Some problems and misconceptions related to the construct of internal versus external control of reinforcement. (1975)Some problems and misconcepti…Developmental sequence in small groups. (1965)Developmental sequence in sma…Using interactive technologies to influence guests’ unplanned dollar spending in hotels (2019)Using interactive technologie…Conceptualisation of the service experience by means of a literature review (2015)Conceptualisation of the serv…Exploring the drivers of service quality perceptions in the tertiary education sector (2014)Exploring the drivers of serv…Situational influences on the evaluation of other-customer failure (2013)Situational influences on the…Psychological safety, contributions and service satisfaction of customers in group service experiences (2011)Psychological safety, contrib…Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Liberatory Postmodernism and the Reenchantment of Consumption (1995)Development of a Scale to Measure Memorable Tourism Experiences (2010)Exploring the essence of memorable tourism experiences (2011)Modernity and Self-Identity: Self and Society in the Late Modern Age (2020)The reflective practitioner: How professionals think in action (1984)The Reflective Practitioner: How Professionals Think in Action (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Service-dominant logic: continuing the evolution (2007)Customer Engagement (2011)Institutions and axioms: an extension and update of service-dominant logic (2015)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)The experience economy: work is theatre & every business a stage (1999)Social learning and clinical psychology. (1954)FIRO, A Three-Dimensional Theory of Interpersonal Behavior (1958)Stages of Small-Group Development Revisited (1977)Collective Mind in Organizations: Heedful Interrelating on Flight Decks (1993)A Temporally Based Framework and Taxonomy of Team Processes (2001)Childhood and Society (2026)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Alternative Ways of Assessing Model Fit (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)Examining the Relationship Between Reviews and Sales: The Role of Reviewer Identity Disclosure in Electronic Markets (2008)Popularity of Brand Posts on Brand Fan Pages: An Investigation of the Effects of Social Media Marketing (2012)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Understanding Customer Experience Throughout the Customer Journey (2016)A Theory of Social Comparison Processes (1954)The Presentation of Self in Everyday Life. (1956)Emotional Labor in Service Roles: The Influence of Identity (1993)Social Identity and Self-Categorization Processes in Organizational Contexts (2000)On the meaning of work: A theoretical integration and review (2010)The Presentation of Self in Everyday Life (2023)A Strategic Framework for Customer Relationship Management (2005)Consumer engagement in a virtual brand community: An exploratory analysis (2011)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1989Social Identity Theory and the Organization7,973 cited
  • 2004Co-creation experiences: The next practice in value creation6,502 cited
  • 1965Developmental sequence in small groups.5,772 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 2007Managing the co-creation of value3,467 cited
  • 1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
  • 2004Co‐creating unique value with customers2,463 cited
  • 2004A social influence model of consumer participation in network- and small-group-based virtual communities2,242 cited
  • 2004The future of competition: co-creating unique value with customers2,174 cited
  • 2008Service logic revisited: who creates value? And who co‐creates?1,844 cited
  • 1975Some problems and misconceptions related to the construct of internal versus external control of reinforcement.1,730 cited
  • 2003Psychological Implications of Customer Participation in Co-Production1,495 cited
  • 1991Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience

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1,229 cited
  • 2000Varieties of groups and the perception of group entitativity.938 cited
  • Cited by

    • 2013Situational influences on the evaluation of other-customer failure53 cited
    • 2011Psychological safety, contributions and service satisfaction of customers in group service experiences28 cited
    • 2014Exploring the drivers of service quality perceptions in the tertiary education sector27 cited
    • 2015Conceptualisation of the service experience by means of a literature review27 cited
    • 2019Using interactive technologies to influence guests’ unplanned dollar spending in hotels24 cited