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Customer participation in services: a framework for process design
16 references·3 citing·46 second hop
Customer participation in services: a framework for process design (2015)Customer participation in services: a fra…Service Blueprinting: A Practical Technique for Service Innovation (2008)Service Blueprinting: A Pract…Service-dominant logic: continuing the evolution (2007)Service-dominant logic: conti…Whither Services Marketing? (2004)Whither Services Marketing?Co-creation experiences: The next practice in value creation (2004)Co-creation experiences: The …User Acceptance of Information Technology: Toward A Unified View1 (2003)User Acceptance of Informatio…Service Management: Operations, Strategy, Information Technology (2003)Service Management: Operation…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Technology Readiness Index (Tri) (2000)Technology Readiness Index (T…The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…Customer voluntary performance: Customers as partners in service delivery (1997)Customer voluntary performanc…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Relationship approach to marketing in service contexts: The marketing and organizational behavior interface (1990)Relationship approach to mark…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)The Experiential Aspects of C…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Chinese cruise customers loyalty: the impact of customer participation and service personal values (2020)Chinese cruise customers loya…An Adaptation of SERVQUAL for Events Evaluation: An Environmental Sustainability Addon (2020)An Adaptation of SERVQUAL for…A typology of customer-to-customer interaction and its implications for excellence in service provision (2017)A typology of customer-to-cus…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)The Theory of Buyer Behavior (1971)Structure and Functions of Fantasy (1974)An Information Processing Theory of Consumer Choice (1979)Consumer perceived value: The development of a multiple item scale (2001)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Relation of Consumers' Buying Habits to Marketing Methods (1923)Principles of Marketing (1972)Breaking Free from Product Marketing (1977)An empirical assessment of the SERVQUAL scale (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Designing conceptual articles: four approaches (2020)Advertising as Information (1974)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Coefficient Alpha and the Internal Structure of Tests (1951)On the Evaluation of Structural Equation Models (1988)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)An Updated and Streamlined Technology Readiness Index (2014)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)The experience economy: work is theatre & every business a stage (1999)Co‐creating unique value with customers (2004)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Customer Engagement (2011)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)The theory of planned behavior (1991)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Older Adults' Reasons for Using Technology while Aging in Place (2015)Diffusion of Innovations 1 (2019)Service-dominant logic: reactions, reflections and refinements (2006)Managing the co-creation of value (2007)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Institutions and axioms: an extension and update of service-dominant logic (2015)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)
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References

  • 2003User Acceptance of Information Technology: Toward A Unified View144,945 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun8,274 cited
  • 2007Service-dominant logic: continuing the evolution7,615 cited
  • 2004Co-creation experiences: The next practice in value creation6,502 cited
  • 2000Technology Readiness Index (Tri)3,320 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
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  • 2004Whither Services Marketing?1,242 cited
  • 2008Service Blueprinting: A Practical Technique for Service Innovation1,195 cited
  • 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value

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1,171 cited
  • 2003Service Management: Operations, Strategy, Information Technology1,083 cited
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    • 2020Chinese cruise customers loyalty: the impact of customer participation and service personal values21 cited
    • 2017A typology of customer-to-customer interaction and its implications for excellence in service provision19 cited
    • 2020An Adaptation of SERVQUAL for Events Evaluation: An Environmental Sustainability Addon15 cited