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Assessing customer‐salesperson interactions in a retail chain: differences between city and country retail districts
16 references·1 citing·29 second hop
Assessing customer‐salesperson interactions in a retail chain: differences between city and country retail districts (2003)Assessing customer‐salesperson interactio…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Technology Infusion in Service Encounters (2000)Technology Infusion in Servic…Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn (2000)Service Quality, Profitabilit…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions (1994)An assessment of the relation…Loyalty-based management. (1993)Loyalty-based management.A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…Consumer Behavior and Marketing Strategy (1990)Consumer Behavior and Marketi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…‘Business as usual?’ Retail employee perceptions of organizational life following cross-border acquisition (2007)‘Business as usual?’ Retail e…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)The C-OAR-SE procedure for scale development in marketing (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Understanding Attitudes and Predicting Social Behavior (1980)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)
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References

  • 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
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1990Consumer Behavior and Marketing Strategy

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1,768 cited
  • 2000Technology Infusion in Service Encounters1,551 cited
  • 1993Loyalty-based management.1,317 cited
  • Cited by

    • 2007‘Business as usual?’ Retail employee perceptions of organizational life following cross-border acquisition25 cited