Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Evaluating Service Encounters: A Cross-Cultural and Cross-Industry Exploration

16 references·16 citing·37 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
2025Advances in Consumer Research13,264 cited
1990Zero defections: quality comes to services.5,373 cited
1986Habits of the Heart: Individualism and Commitment in American Life5,061 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
2013Academy of Management Journal4,798 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1993Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis3,864 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1983THE GLOBALIZATION OF MARKETS3,411 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1983Advances in Consumer Research2,879 cited
1983The Managed Heart2,165 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited

Cited by

2019Deviance, deviant behaviour and hospitality management: Sources, forms and drivers132 cited
2003Relationships, the role of individuals and knowledge flows in the internationalisation of service firms120 cited
2006Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Model106 cited
2005Measuring transaction‐specific satisfaction in services105 cited
2006Family Business in the Middle East: An Eexploratory Study of Retail Management in Kuwait and Lebanon99 cited
2007The influence of culture on perceptions of service employee behavior96 cited
2012A Cross-national Investigation of the Satisfaction and Loyalty Linkage for Mobile Telecommunications Services across Eight Countries95 cited
2009Corporate social responsibility in the wake of the Asian tsunami: Effect of time on the genuineness of CSR initiatives79 cited
2008An examination of the impact of cultural orientation and familiarity in service encounter evaluations73 cited
2005Cultural Impact on the Relationship Among Perceived Service Quality, Brand Name Value, and Customer Loyalty66 cited
2009Expectations, satisfaction and loyalty in health and fitness clubs60 cited
2009Service Quality in the Hotel Industry55 cited
2009Conceptualizing Consumer Need for Product Authenticity53 cited
2006The Relevance of Authenticity in Personal Selling: Is Genuineness an Asset or Liability?47 cited
2011Psychological Contract and Organizational Citizenship Behavior: A New Deal for New Generations?46 cited
2013The impact of mood on customer behavior: Staff mood and environmental factors45 cited