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Six strategies for competing through service: An agenda for future research
10 references·16 citing·50 second hop
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this work references cited by second hop

References

  • 1998Market-Based Assets and Shareholder Value: A Framework for Analysis2,363 cited
  • 2006Competing through service: Insights from service-dominant logic1,704 cited
  • 2002Understanding Service Convenience1,613 cited
  • 2006An assessment of value creation in mobile service delivery and the moderating role of time consciousness897 cited
  • 2006The role of pleasant music in servicescapes: A test of the dual model of environmental perception238 cited
  • 2006Understanding brand and dealer retention in the new car market: The moderating role of brand tier183 cited
  • 2023Services Marketing is Different175 cited
  • 2006The WOW factor: Creating value through win-back offers to reacquire lost customers164 cited
  • 2006Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes159 cited
  • 2006Multiple reference effects in service evaluations: Roles of alternative attractiveness and self-image congruity156 cited

Cited by

  • 2008Twenty Years of Service Guarantee Research110 cited
  • 2008Scientific method and retailing research: A retrospective86 cited
  • 2018Frustration-Based Promotions: Field Experiments in Ride-Sharing74 cited
  • 2017A review of service quality and service delivery

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70 cited
  • 2016Workplace fun for better team performance: focus on frontline hotel employees67 cited
  • 2012Linking servicescape to customer satisfaction: exploring the role of competitive strategy66 cited
  • 2009The Theoretical Domains of Retailing Research: A Retrospective66 cited
  • 2017Causal Attributions and Overall Blame of Self-Service Technology (SST) Failure: Different from Service Failures by Employee and Policy65 cited
  • 2015An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers64 cited
  • 2009Moderating role of involvement in building a retail brand61 cited
  • 2019The multichannel pricing dilemma: Do consumers accept higher offline than online prices?53 cited
  • 2016The impact of customer value types on customer outcomes for different retail formats50 cited
  • 2008Bridging the B2C and B2B Research Divide: The Domain of Retailing Literature48 cited
  • 2021It’s the Weather: Quantifying the Impact of Weather on Retail Sales44 cited
  • 2013Malaysian hypermarket retailing development and expansion41 cited
  • 2008Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships40 cited