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Developers and terminators in hypermarkets' relationships with Chinese customers
16 references·0 citing·37 second hop
Developers and terminators in hypermarkets' relationships with Chinese customers (2009)Developers and terminators in hypermarket…Critical Incident Technique (2007)Critical Incident TechniqueThe Critical Incident Technique in Service Research (2004)The Critical Incident Techniq…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…The loyalty effect: The hidden force behind growth, profits, and lasting value (1996)The loyalty effect: The hidde…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …The determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…The Confucius connection: From cultural roots to economic growth (1988)The Confucius connection: Fro…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The critical incident technique. (1954)The critical incident techniq…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Zero defections: quality comes to services. (1990)Measuring Service Quality: A Reexamination and Extension (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Motivation, leadership, and organization: Do American theories apply abroad? (1980)The Cultural Relativity of Organizational Practices and Theories (1983)Hofstede's Culture Dimensions (1984)Travel Anxiety and Intentions to Travel Internationally: Implications of Travel Risk Perception (2005)Conceptualizing and measuring cultures and their consequences: a comparative review of GLOBE's and Hofstede's approaches (2006)Review : A Review of Culture in Information Systems Research: Toward a Theory of Information Technology Culture Conflict1 (2006)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Electronic word-of-mouth in hospitality and tourism management (2007)Advances in Consumer Research (2025)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Disrupted Routines: Team Learning and New Technology Implementation in Hospitals (2001)What Kind of Citizen? The Politics of Educating for Democracy (2004)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)
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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
  • 1954The critical incident technique.8,184 cited
  • 2007Critical Incident Technique5,287 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1988The Confucius connection: From cultural roots to economic growth4,383 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1996The loyalty effect: The hidden force behind growth, profits, and lasting value1,430 cited
  • 2004

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The Critical Incident Technique in Service Research
1,079 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
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