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The Effects of Customer Expectations and Store Policies on Retail Salesperson Service, Satisfaction, and Patronage
16 references·5 citing·39 second hopsampled
The Effects of Customer Expectations and Store Policies on Retail Salesperson Service, Satisfaction, and Patronage (1997)The Effects of Customer Expectations and …Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …A Catastrophe Model for Developing Service Satisfaction Strategies (1992)A Catastrophe Model for Devel…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Customer participation in service production and delivery. (1990)Customer participation in ser…A Continuum of Impression Formation, from Category-Based to Individuating Processes: Influences of Information and Motivation on Attention and Interpretation (1990)A Continuum of Impression For…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Possessions and the Extended Self (1988)Possessions and the Extended …Service Positioning through Structural Change (1987)Service Positioning through S…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Expectations and Norms in Models of Consumer Satisfaction (1987)Expectations and Norms in Mod…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Psychological status of the script concept. (1981)Psychological status of the s…Visual dominance: An information-processing account of its origins and significance. (1976)Visual dominance: An informat…Hailers:retail salespeople near the entrance of the store and shoppers' approach-avoidance reactions (2011)Hailers:retail salespeople ne…Customer orientation as a mediator of the influence of locus of control on job performance (2010)Customer orientation as a med…The Relationships Between Food Service Wait Staff Skills, Satisfaction, Commitment and Their Levels of Customer Orientation (2004)The Relationships Between Foo…The role of garment sizing in creation of customer satisfaction: Indications from focus group responses (2000)The role of garment sizing in…Diversity of Research in Textiles, Clothing, and Human Behavior: The Relationship Between What We Know and How We Know (2000)Diversity of Research in Text…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Attitude-behavior relations: A theoretical analysis and review of empirical research. 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(1995)Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Advances in Consumer Research (2025)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Market Orientation: Antecedents and Consequences (1993)Features of similarity. (1977)Habit and intention in everyday life: The multiple processes by which past behavior predicts future behavior. (1998)Human Aggression (2002)The Principles of Psychology (1891)Attachment and Loss (1969)The Evolution of Reciprocal Altruism (1971)Dimensions of Brand Personality (1997)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Whence Consumer Loyalty? (1999)The Handbook of Social Psychology (1969)Mind, Self, and Society (2015)The critical incident technique. (1954)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Critical Incident Technique (2007)A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Significance tests and goodness of fit in the analysis of covariance structures. (1980)A National Customer Satisfaction Barometer: The Swedish Experience (1992)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1988Possessions and the Extended Self9,145 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction3,441 cited
  • 1990A Continuum of Impression Formation, from Category-Based to Individuating Processes: Influences of Information and Motivation on Attention and Interpretation3,365 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,007 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,822 cited
  • 1981Psychological status of the script concept.1,743 cited
  • 1987Expectations and Norms in Models of Consumer Satisfaction1,169 cited
  • 1987Predictability and Personalization in the Service Encounter1,136 cited
  • 1976Visual dominance: An information-processing account of its origins and significance.1,098 cited
  • 1987Service Positioning through Structural Change928 cited

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1992
A Catastrophe Model for Developing Service Satisfaction Strategies
816 cited
  • 1990Customer participation in service production and delivery.762 cited
  • Cited by

    • 2000Diversity of Research in Textiles, Clothing, and Human Behavior: The Relationship Between What We Know and How We Know21 cited
    • 2004The Relationships Between Food Service Wait Staff Skills, Satisfaction, Commitment and Their Levels of Customer Orientation21 cited
    • 2000The role of garment sizing in creation of customer satisfaction: Indications from focus group responses16 cited
    • 2010Customer orientation as a mediator of the influence of locus of control on job performance14 cited
    • 2011Hailers:retail salespeople near the entrance of the store and shoppers' approach-avoidance reactions8 cited