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Building a new academic field—The case of services marketing

16 references·16 citing·32 second hopsampled

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1968Organizations in Action: Social Science Bases of Administrative Theory.4,133 cited
1985Problems and Strategies in Services Marketing2,819 cited
1982Quality, productivity, and competitive position2,278 cited
1977Breaking Free from Product Marketing2,056 cited
1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
1990

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Service management and marketing: managing the moments of truth in service competition

1,899 cited

1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited

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1997Relationship marketing as a paradigm shift: some conclusions from the 30R approach329 cited
2002Managing Service Organizations: Does Having a “Thing” Make a Difference?325 cited
1994From Scientific Management to Service Management321 cited
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