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Is This a Real Person?
9 references·0 citing·39 second hop
Is This a Real Person? (2001)Is This a Real Person?The Real-Time Service Product: Conquering Customer Time and Space (2000)The Real-Time Service Product…The brave new service strategy: aligning customer relationships, market strategies, and business structures (2000)The brave new service strateg…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Customer benefits and company consequences of customer-salesperson relationships in retailing (1999)Customer benefits and company…Communication theory: epistemological foundations (1997)Communication theory: epistem…Can I Help You? (1994)Can I Help You?Key Concepts in Communication and Cultural Studies (1993)Key Concepts in Communication…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Human Communication Theory (1986)Human Communication TheoryEvaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Understanding Relationship Marketing Outcomes (2002)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Domo Arigato Mr. Roboto (2016)A Theory of Cognitive Dissonance (1957)Research in Organizational Behavior (1984)Emotional Labor in Service Roles: The Influence of Identity (1993)Consumer Value: A Framework for Analysis and Research (1999)Customer-Employee Rapport in Service Relationships (2000)Second Language Needs Analysis (2005)The critical incident technique. (1954)Zero defections: quality comes to services. (1990)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Satisfaction: a behavioral perspective on the consumer (2010)Understanding Customer Experience Throughout the Customer Journey (2016)Artificial Intelligence in Service (2018)Cognitive consequences of forced compliance. (1959)The Handbook of Social Psychology (1969)An Investigation into the Determinants of Customer Satisfaction (1982)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Factors Affecting Trust in Market Research Relationships (1993)The functions of silence: A plea for communication research (1974)How Behaviors are Influenced by Perceived Norms (2005)Communication Theory: An Underrated Pillar on Which Strategic Communication Rests (2018)Interactivity: Tracking a New Concept in Media and Communication Studies (1998)Stories and the Discursive Dynamics of Institutional Entrepreneurship: The Case of Israeli High-tech after the Bubble (2007)Genre, discipline and identity (2015)Designing Multi-Interface Service Experiences (2008)Smart technologies for personalized experiences: a case study in the hospitality domain (2015)Real-time co-creation and nowness service: lessons from tourism and hospitality (2019)Communication Theory as a Field (1999)Intercultural communication competence: Identifying key components from multicultural perspectives (2005)Communication Theory at the Center: Ventriloquism and the Communicative Constitution of Reality (2012)Effects of service mechanisms and modes on customers' attributions about service delivery (2001)Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries (2005)A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses (2008)
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References

  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,929 cited
  • 1987Predictability and Personalization in the Service Encounter1,136 cited
  • 1999Customer benefits and company consequences of customer-salesperson relationships in retailing1,019 cited
  • 1993Key Concepts in Communication and Cultural Studies481 cited
  • 1986Human Communication Theory180 cited
  • 1997Communication theory: epistemological foundations127 cited
  • 1994Can I Help You?64 cited
  • 2000The brave new service strategy: aligning customer relationships, market strategies, and business structures28 cited
  • 2000The Real-Time Service Product: Conquering Customer Time and Space19 cited

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