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A PSO-based intelligent service dispatching mechanism for customer expectation management
16 references·0 citing·39 second hop
A PSO-based intelligent service dispatching mechanism for customer expectation management (2011)A PSO-based intelligent service dispatchi…Theories of Surplus Value (2024)Theories of Surplus ValueUnderstanding Customer Experience (2015)Understanding Customer Experi…Basel Committee On Banking Supervision (2010)Basel Committee On Banking Su…Understanding customer experience. (2007)Understanding customer experi…Are leaders portable? (2006)Are leaders portable?Service Management: Operations, Strategy, Information Technology (2003)Service Management: Operation…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Pareto Optimal Redistribution (2002)Pareto Optimal RedistributionManaging the Total Customer Experience (2002)Managing the Total Customer E…Customer voluntary performance: Customers as partners in service delivery (1997)Customer voluntary performanc…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Service operations management (1992)Service operations managementUnderstanding Customer Expectations of Service (1991)Understanding Customer Expect…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Theories of Surplus Value. (1953)Theories of Surplus Value.What Is Meant by Services? (1966)An Investigation into the Determinants of Customer Satisfaction (1982)Customer satisfaction, customer retention, and market share (1993)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Mind, Self, and Society (2015)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Comparative fit indexes in structural models. (1990)The Commitment-Trust Theory of Relationship Marketing (1994)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing. (2005)Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context (2005)Specification Tests in Econometrics (1978)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Understanding Customer Experience Throughout the Customer Journey (2016)A Theory of the Term Structure of Interest Rates (1985)Bond Pricing and the Term Structure of Interest Rates: A New Methodology for Contingent Claims Valuation (1992)Coherent Measures of Risk (1999)The risk management of nothing (2009)Does Competition Reduce the Risk of Bank Failure? (2010)Markets: The Credit Rating Agencies (2010)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes (2012)Customer experience management: toward implementing an evolving marketing concept (2015)Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Development of a Scale to Measure Memorable Tourism Experiences (2010)Customer satisfaction and its measurement in hospitality enterprises (1999)Service quality, customer satisfaction, and behavioral intentions in the service factory (2006)The evolution of the intellectual structure of operations management—1980–2006: A citation/co‐citation analysis (2008)The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)
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References

  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 2010Basel Committee On Banking Supervision1,591 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1997Customer voluntary performance: Customers as partners in service delivery1,325 cited
  • 2007Understanding customer experience.1,295 cited
  • 2003Service Management: Operations, Strategy, Information Technology1,083 cited
  • 2002Managing the Total Customer Experience1,061 cited
  • 2024Theories of Surplus Value1,016 cited
  • 2015Understanding Customer Experience805 cited
  • 2002Pareto Optimal Redistribution646 cited
  • 2006Are leaders portable?564 cited
  • 1992Service operations management489 cited
  • 1953Theories of Surplus Value.241 cited

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