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Adding value to service offerings: the case of UK retail financial services

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References

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1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY

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852 cited

1993Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions425 cited

Cited by

2001Consumer evaluation and competitive advantage in retail financial services ‐ A research agenda66 cited
2012The Moderating Influence of Broad‐Scope Trust on Customer–Seller Relationships55 cited
2011Beyond satisfaction55 cited
2010Purchasing professional services: which decision criteria?54 cited
2000The Zone of Tolerance : Insights and Influences46 cited
2015The multichannel customer’s service experience: building satisfaction and trust43 cited
2003Brand Architecture in Services: The Example of Retail Financial Services34 cited
2004Branding and relationships: Customer and supplier perspectives33 cited
2009Understanding what drives the purchase decision in pension and investment products29 cited
2007Services Branding: Revealing the Rhetoric within Retail Banking29 cited
1999Service quality: guidelines for marketers29 cited
2004Time and Location as Customer Perceived Value Drivers27 cited
2009Cross-buying evaluations in the retail banking industry27 cited
2005A conceptualisation of a customer‐bank bond in the context of the twenty‐first century UK retail banking industry27 cited
2008Relationship quality and cross-buying in varying levels of category similarity and complexity26 cited
2006Emerging perspectives on customer relationships, interactions and loyalty in Irish retail financial services25 cited