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Reliability‐based analysis of service recovery
16 references·1 citing·38 second hop
Reliability‐based analysis of service recovery (2004)Reliability‐based analysis of service rec…Service Operations Management (2008)Service Operations ManagementService Management: Operations, Strategy, Information Technology (2003)Service Management: Operation…The service concept: the missing link in service design research? (2002)The service concept: the miss…The Management of Service Operations (2001)The Management of Service Ope…Service recovery: a framework and empirical investigation (2000)Service recovery: a framework…Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactions (2000)Multiple roles of consumption…Gestalt characteristics of experiences: the defining features of summarized events (2000)Gestalt characteristics of ex…The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…Service recovery: Impact on satisfaction and intentions (1995)Service recovery: Impact on s…Experiences extended across time: Evaluation of moments and episodes (1992)Experiences extended across t…Five imperatives for improving service quality (1991)Five imperatives for improvin…The profitable art of service recovery. (1990)The profitable art of service…Competing on the Eight Dimensions of Quality (1987)Competing on the Eight Dimens…Quality counts in services, too (1985)Quality counts in services, t…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Designing services that deliver (1984)Designing services that deliv…An Analytical Approach for Allocating Service Recovery Efforts to Reduce Internal Failures (2004)An Analytical Approach for Al…The Marketing of Services (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Managing the co-creation of value (2007)Classifying Services to Gain Strategic Marketing Insights (1983)Emerging perspectives on services marketing (1983)Strategic Management and Marketing in the Service Sector (1984)Communication and Control Processes in the Delivery of Service Quality (1988)A Gap Analysis of Professional Service Quality (1989)Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Zero defections: quality comes to services. (1990)Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination (1997)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Delivering quality service: balancing customer perceptions and expectations (1990)Capabilities for managing service innovation: towards a conceptual framework (2010)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)Towards a Better Measure of Customer Experience (2013)The critical incident technique. (1954)New service development: areas for exploitation and exploration (2002)The Critical Incident Technique in Service Research (2004)Critical Incident Technique (2007)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Psychological Implications of Customer Participation in Co-Production (2003)Conceptualizing and researching employer branding (2004)Service portraits in service research: a critical review (2005)A research manifesto for services science (2006)Foundations and Implications of a Proposed Unified Services Theory (2006)The Capabilities of Market-Driven Organizations (1994)Performance measurement system design (1995)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1987Competing on the Eight Dimensions of Quality1,691 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1984Designing services that deliver1,272 cited
  • 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
  • 2003Service Management: Operations, Strategy, Information Technology1,086 cited
  • 2002The service concept: the missing link in service design research?766 cited
  • 1995Service recovery: Impact on satisfaction and intentions656 cited
  • 1985Quality counts in services, too600 cited
  • 2000Service recovery: a framework and empirical investigation598 cited
  • 1991Five imperatives for improving service quality521 cited
  • 1992Experiences extended across time: Evaluation of moments and episodes371 cited
  • 2001The Management of Service Operations349 cited
  • 2000Gestalt characteristics of experiences: the defining features of summarized events346 cited
  • 2008Service Operations Management300 cited
  • 2000

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Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactions
292 cited

Cited by

  • 2004An Analytical Approach for Allocating Service Recovery Efforts to Reduce Internal Failures15 cited