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Alchemy: the transformation to service excellence
16 references·0 citing·33 second hop
Alchemy: the transformation to service excellence (2000)Alchemy: the transformation to service ex…Winning the Service Game (2010)Winning the Service GameBuilding the Learning Organization (1995)Building the Learning Organiz…Making Relationship Marketing Operational (1994)Making Relationship Marketing…Understanding Customer Expectations of Service (1991)Understanding Customer Expect…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The PIMS principles: Linking strategy to performance (1989)The PIMS principles: Linking …The service-quality puzzle (1988)The service-quality puzzlePredictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Moments of Truth (1987)Moments of TruthEffects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry (1987)Effects of Relationship Marke…Service Management: Strategy and Leadership in Service Businesses. (1985)Service Management: Strategy …A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…How to Design a Service (1982)How to Design a ServiceBreaking Free from Product Marketing (1977)Breaking Free from Product Ma…Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)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)Classifying Services to Gain Strategic Marketing Insights (1983)Consumers' Use of Persuasion Knowledge: The Effects of Accessibility and Cognitive Capacity on Perceptions of an Influence Agent (2000)Customer-Employee Rapport in Service Relationships (2000)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)E-S-QUAL (2004)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Evolving to a New Dominant Logic for Marketing (2003)Research in Organizational Behavior: An Annual Series of Analytical Essays and Critical Reviews (1985)New service development: a review of the literature and annotated bibliography (1998)Customer experience: fundamental premises and implications for research (2020)First-mover advantages (1988)Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis (1993)Innovation, organizational capabilities, and the born-global firm (2004)The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)Absorptive Capacity: A Review, Reconceptualization, and Extension (2002)Role congruity theory of prejudice toward female leaders. (2002)A framework of sustainable supply chain management: moving toward new theory (2008)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1995Building the Learning Organization2,748 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1989The PIMS principles: Linking strategy to performance1,302 cited
  • 1987Predictability and Personalization in the Service Encounter1,135 cited
  • 1982How to Design a Service1,077 cited
  • 1987Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry977 cited
  • 2010Winning the Service Game859 cited
  • 1994Making Relationship Marketing Operational788 cited
  • 1985Service Management: Strategy and Leadership in Service Businesses.736 cited
  • 1987Moments of Truth614 cited
  • 1988The service-quality puzzle

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