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Collaring the Cheshire Cat’: Studying Customers' Services Experience through Metaphor · Study

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ArticleCollaring the Cheshire Cat’: Studying Customers' Services Experience through Metaphor

Cathy Goodwin1996

Article1996

Collaring the Cheshire Cat’: Studying Customers' Services Experience through Metaphor

Cathy Goodwin · Stephen J. Grove · Raymond P. Fisk

17 citations·0/0 files stored·Service Industries Journal

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Customer Service Quality and Loyalty Service and Product Innovation AI in Service Interactions

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References

2003Metaphors We Live By 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2025Advances in Consumer Research 1992Measuring Service Quality: A Reexamination and Extension 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun 1954The critical incident technique.1990Basic Content Analysis

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2005Interactions between Service Customers : Managing On-Site, Customer-to-Customer, Interactions for Service Advantagearticle · 15 shared references 1997The impact of other customers on service experiences: A critical incident examination of “getting along”article · 14 shared references 2008Research themes, concepts and relationshipsarticle · 11 shared references 1995Exploring the quality of the service experience: A theoretical and empirical analysischapter · 11 shared references 1996Moving the drama into the factory: the contribution of metaphors to services researcharticle · 11 shared references 1994The Development and Emergence of Services Marketing Thoughtarticle · 10 shared references

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Year1996

Typearticle

Published1996-10-01

VenueService Industries Journal

ISSN-L0264-2069

Languageen

Citations17

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1080/02642069600000039

openalex_workW1998907726

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