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Customer service as a competitive strategy
16 references·0 citing·38 second hop
Customer service as a competitive strategy (1995)Customer service as a competitive strategyJournal of Business Logistics (2018)Journal of Business LogisticsResearch Methods for Business (2007)Research Methods for BusinessResearch Methods and Organization Studies (2003)Research Methods and Organiza…Relationship marketing: Bringing quality, customer service and marketing together (1995)Relationship marketing: Bring…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Service management and marketing: managing the moments of truth in service competition (1990)Service management and market…Corporate Technological Behaviour: Co-Operation and Networks (1989)Corporate Technological Behav…A Framework for Analyzing Customer Service Orientations in Manufacturing (1989)A Framework for Analyzing Cus…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Servitization of business: Adding value by adding services (1988)Servitization of business: Ad…Service Management: Strategy and Leadership in Service Businesses. (1985)Service Management: Strategy …Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…Stage of the Product Life Cycle, Business Strategy, and Business Performance (1984)Stage of the Product Life Cyc…In Search of Excellence: Lessons from America's Best-Run Companies. (1983)In Search of Excellence: Less…In search of excellence: Lessons from America's best- run companies (1983)In search of excellence: Less…The Reliability and Validity of Key Informant Data from Dyadic Relationships in Marketing Channels (1982)The Reliability and Validity …Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)A Service‐Orientated Approach to Marketing of Services (1978)The Nature and Determinants of Customer Expectations of Service (1993)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Climate strength: a new direction for climate research. (2002)Stakeholder Theory: The State of the Art (2010)A Brand Loyalty Model Involving Cognitive, Affective, and Conative Brand Loyalty and Customer Satisfaction (2003)Tourism routes as a tool for the economic development of rural areas—vibrant hope or impossible dream? (2003)The Role of Networks in Small and Medium-Sized Enterprise Innovation and Firm Performance (2012)Gender and leadership style: A meta-analysis. (1990)Is the Resource-Based "View" a Useful Perspective for Strategic Management Research? (2001)Dimensionalizing Cultures: The Hofstede Model in Context (2011)Exploring the financial consequences of the servitization of manufacturing (2008)The servitization of manufacturing (2009)Industrial Product-Service Systems—IPS 2 (2010)Cultural differences in teaching and learning (1986)A framework linking intangible resources and capabiliites to sustainable competitive advantage (1993)Defining Quality (1993)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Understanding Relationship Marketing Outcomes (2002)Personalization versus Privacy: An Empirical Examination of the Online Consumer’s Dilemma (2005)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Reporting reliability, convergent and discriminant validity with structural equation modeling: A review and best-practice recommendations (2023)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1983In search of excellence: Lessons from America's best- run companies4,442 cited
  • 2007Research Methods for Business3,639 cited
  • 1983In Search of Excellence: Lessons from America's Best-Run Companies.3,107 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • 1988Servitization of business: Adding value by adding services2,640 cited
  • 2018Journal of Business Logistics2,522 cited
  • 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
  • 1995Relationship marketing: Bringing quality, customer service and marketing together827 cited
  • 1985Service Management: Strategy and Leadership in Service Businesses.736 cited
  • 2003Research Methods and Organization Studies671 cited
  • 1982The Reliability and Validity of Key Informant Data from Dyadic Relationships in Marketing Channels608 cited
  • 1984Stage of the Product Life Cycle, Business Strategy, and Business Performance608 cited
  • 1989A Framework for Analyzing Customer Service Orientations in Manufacturing

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536 cited
  • 1989Corporate Technological Behaviour: Co-Operation and Networks456 cited
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