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Reliability of the internal service encounter
16 references·0 citing·36 second hop
Reliability of the internal service encounter (2011)Reliability of the internal service encou…The relationship between internal and external service quality (2009)The relationship between inte…Service quality models: a review (2005)Service quality models: a rev…Service Businesses and Productivity* (2004)Service Businesses and Produc…Measuring and managing service quality: integrating customer expectations (2001)Measuring and managing servic…SERVICE TYPOLOGIES: A STATE OF THE ART SURVEY (1999)SERVICE TYPOLOGIES: A STATE O…The Internal Service Encounter (1994)The Internal Service EncounterPutting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Improving the measurement of service quality (1993)Improving the measurement of …Towards a Classification of Service Processes (1992)Towards a Classification of S…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level (1990)Internal marketing and organi…Development of a Taxonomy of Services to Gain Strategic Marketing Insights (1990)Development of a Taxonomy of …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Relation of Consumers' Buying Habits to Marketing Methods (1923)Principles of Marketing (1972)An empirical assessment of the SERVQUAL scale (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Designing conceptual articles: four approaches (2020)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)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)Refinement and reassessment of the SERVQUAL scale. (1991)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Service quality, customer satisfaction, and customer value: A holistic perspective (1999)Research in Organizational Behavior (1984)THE PEOPLE MAKE THE PLACE (1987)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Advances in the internal marketing concept: definition, synthesis and extension (2000)Corporate citizenship as a marketing instrument ‐ Concepts, evidence and research directions (2001)Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees (2013)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)The validity of the SERVQUAL and SERVPERF scales (2007)Performance effects of IT capability, service process innovation, and the mediating role of customer service (2011)An analysis of the e‐service literature: towards a research agenda (2006)What accounts for students' loyalty? Some field study evidence (2007)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 2005Service quality models: a review1,007 cited
  • 1990Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level635 cited
  • 1992Towards a Classification of Service Processes524 cited
  • 1990Development of a Taxonomy of Services to Gain Strategic Marketing Insights399 cited
  • 1999SERVICE TYPOLOGIES: A STATE OF THE ART SURVEY310 cited
  • 2001Measuring and managing service quality: integrating customer expectations294 cited
  • 2009The relationship between internal and external service quality252 cited
  • 2004Service Businesses and Productivity*230 cited

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  • 1994The Internal Service Encounter222 cited
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