SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Service System
16 references·2 citing·34 second hop
Service System (2001)Service SystemModelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination (1997)Modelling the relationship be…Customer value: The next source for competitive advantage (1997)Customer value: The next sour…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectEmpowering Service Employees (1995)Empowering Service EmployeesBuilding Service Relationships: It's all about Promises (1995)Building Service Relationship…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …A typology of retail failures and recoveries (1993)A typology of retail failures…Understanding Customer Expectations of Service (1991)Understanding Customer Expect…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…International Journal of Contemporary Hospitality Management (1990)International Journal of Cont…The PIMS principles: Linking strategy to performance (1989)The PIMS principles: Linking …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Quality, productivity, and competitive position (1982)Quality, productivity, and co…How to Design a Service (1982)How to Design a ServiceThe nexus between CRM and competitive advantage: the mediating role of customer loyalty (2023)The nexus between CRM and com…“One size doesn't fit all”: Tourism and hospitality employees' response to internal brand management (2010)“One size doesn't fit all”: T…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)Developing Buyer-Seller Relationships (1987)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)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer perceived value: The development of a multiple item scale (2001)Advances in Consumer Research (2025)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)SCRIPTS, PLANS, GOALS, AND UNDERSTANDING (1988)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Technology Infusion in Service Encounters (2000)Customer repurchase intention (2003)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)First-mover advantages (1988)Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis (1993)Innovation, organizational capabilities, and the born-global firm (2004)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)A THEORY OF QUALITY MANAGEMENT UNDERLYING THE DEMING MANAGEMENT METHOD (1994)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)On theory in operations management (1998)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1997Customer value: The next source for competitive advantage4,662 cited
  • 1982Quality, productivity, and competitive position2,278 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1989The PIMS principles: Linking strategy to performance1,302 cited
  • 1997Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination1,238 cited
  • 1982How to Design a Service1,077 cited
  • 1995Building Service Relationships: It's all about Promises1,037 cited
  • 1990International Journal of Contemporary Hospitality Management958 cited
  • 1993A typology of retail failures and recoveries871 cited

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

  • 1995Empowering Service Employees809 cited
  • Cited by

    • 2023The nexus between CRM and competitive advantage: the mediating role of customer loyalty32 cited
    • 2010“One size doesn't fit all”: Tourism and hospitality employees' response to internal brand management14 cited