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References

1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
2000The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda1,795 cited
2000Technology Infusion in Service Encounters1,551 cited
1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
2000Attributional Thoughts about Consumer Behavior902 cited
1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice852 cited
2000Transaction‐specific satisfaction and overall satisfaction: an empirical analysis620 cited
1996The role of personalization in service encounters457 cited
1985Planning the service encounter435 cited
2007The FAIRSERV Model: Consumer Reactions to Services Based on a Multidimensional Evaluation of Service Fairness218 cited

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2006Multi-channel service retailing: The effects of channel performance satisfaction on behavioral intentions204 cited

2006An empirical study of factors affecting e-service satisfaction60 cited

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2012Testing the robustness of best worst scaling for cross-national segmentation with different numbers of choice sets114 cited
2016Experimental measurement of preferences in health care using best-worst scaling (BWS): theoretical and statistical issues75 cited
2014RETRACTED ARTICLE: Examining the Effect of Customer-to-Customer Interactions on Satisfaction, Loyalty, and Word-of-Mouth Behaviors in the Hospitality Industry: The Mediating Role of Personal Interaction Quality and Service Atmospherics46 cited
2008How important is wine packaging for consumers? On the reliability of measuring attribute importance with direct verbal versus indirect visual methods23 cited
2012Improving the house of quality with maximum difference scaling16 cited
2020Factors Associated With Electronic Banking Adoption11 cited