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Linking service structural complexity to customer satisfaction
16 references·1 citing·47 second hop
Linking service structural complexity to customer satisfaction (2001)Linking service structural complexity to …Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Linking service climate and c…Production, Information Costs and Economic Organization (1996)Production, Information Costs…Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Levels Issues in Theory Development, Data Collection, and Analysis (1994)Levels Issues in Theory Devel…An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions (1994)An assessment of the relation…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…ORGANIZATIONAL INNOVATION: A META-ANALYSIS OF EFFECTS OF DETERMINANTS AND MODERATORS. (1991)ORGANIZATIONAL INNOVATION: A …The Public-Private Distinction in Organization Theory: A Critique and Research Strategy (1988)The Public-Private Distinctio…Service Positioning through Structural Change (1987)Service Positioning through S…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …Employee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…Estimating within-group interrater reliability with and without response bias. (1984)Estimating within-group inter…Aggregation bias in estimates of perceptual agreement. (1982)Aggregation bias in estimates…The Coming of the Post-Industrial Society (1976)The Coming of the Post-Indust…Governance and growth of professional service firms (2013)Governance and growth of prof…Statistical Theories of Mental Test Scores (1969)Intraclass correlations: Uses in assessing rater reliability. 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References

  • 1996Production, Information Costs and Economic Organization9,565 cited
  • 1991ORGANIZATIONAL INNOVATION: A META-ANALYSIS OF EFFECTS OF DETERMINANTS AND MODERATORS.6,520 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1984Estimating within-group interrater reliability with and without response bias.4,773 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1976The Coming of the Post-Industrial Society2,777 cited
  • 1982Aggregation bias in estimates of perceptual agreement.2,139 cited
  • 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
  • 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1994Levels Issues in Theory Development, Data Collection, and Analysis1,607 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.

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1,353 cited
  • 1987Service Positioning through Structural Change928 cited
  • 1988The Public-Private Distinction in Organization Theory: A Critique and Research Strategy911 cited
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    • 2013Governance and growth of professional service firms11 cited