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Identifying satisfied/dissatisfied service encounters in higher education
16 references·1 citing·43 second hop
Identifying satisfied/dissatisfied service encounters in higher education (2013)Identifying satisfied/dissatisfied servic…The relationship between consumer complaining behavior and service recovery (2010)The relationship between cons…Three outcomes of service recovery (2008)Three outcomes of service rec…The art of service recovery: fact or fiction? (2006)The art of service recovery: …Banking customers' varied reactions to service recovery strategies (2006)Banking customers' varied rea…The impact of service failure severity on service recovery evaluations andpost‐recovery relationships (2004)The impact of service failure…The Critical Incident Technique in Service Research (2004)The Critical Incident Techniq…Service recovery attributions and word‐of‐mouth intentions (2001)Service recovery attributions…Service failures and recovery in retail banking: the customers’ perspective (2001)Service failures and recovery…Critical incident techniques (2001)Critical incident techniquesService recovery: a framework and empirical investigation (2000)Service recovery: a framework…Waiting for service: the effectiveness of recovery strategies (1999)Waiting for service: the effe…An experimental study of service recovery options (1997)An experimental study of serv…Service recovery: its value and limitations as a retail strategy (1996)Service recovery: its value a…Tracking service failures and employee recovery efforts (1995)Tracking service failures and…Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Consumer attitude towards service failure and recovery in higher education (2015)Consumer attitude towards ser…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Customer Switching Patterns in Competitive and Noncompetitive Service Industries (2004)Stress: Appraisal and Coping (2013)Understanding student satisfaction and dissatisfaction: an interpretive study in the UK higher education context (2014)Examining the key dimensions of mobile banking service quality: an exploratory study (2016)Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Determinants of customer‐perceived service quality: a confirmatory factor analysis approach (2002)Service failure and recovery: evidence from the hotel industry (2004)A meta-analysis of satisfaction with complaint handling in services (2009)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)The critical incident technique. (1954)The influence of selected antecedents on frontline staff’s perceptions of service recovery performance (2000)Critical Incident Technique (2007)A Service Quality Model and its Marketing Implications (1984)The effects of work‐family conflict, emotional exhaustion, and intrinsic motivation on job outcomes of front‐line employees (2006)Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research (2018)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Service Recovery Paradox: A Meta-Analysis (2007)A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2010)The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery (2013)An attributional theory of achievement motivation and emotion. (1985)The Behavioral Consequences of Service Quality (1996)Why service recovery fails (2009)Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern (2015)Role of social media in retail network operations and marketing to enhance customer satisfaction (2017)A Coefficient of Agreement for Nominal Scales (1960)Services Marketing: Integrating Customer Focus Across the Firm (1996)Customer-based corporate reputation of a service firm: scale development and validation (2007)Developing e-service quality scales: A literature review (2010)Advancing knowledge through literature reviews: ‘what’, ‘why’, and ‘how to contribute’ (2022)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)The effectiveness of service recovery in a multi‐industry setting (2001)Marketing Models of Service and Relationships (2006)First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction (2013)
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References

  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 2004The Critical Incident Technique in Service Research1,079 cited
  • 1995Tracking service failures and employee recovery efforts609 cited
  • 2004The impact of service failure severity on service recovery evaluations andpost‐recovery relationships581 cited
  • 2000Service recovery: a framework and empirical investigation576 cited
  • 1997An experimental study of service recovery options452 cited
  • 2001Service recovery attributions and word‐of‐mouth intentions310 cited
  • 2001Critical incident techniques243 cited
  • 2001Service failures and recovery in retail banking: the customers’ perspective220 cited
  • 2006The art of service recovery: fact or fiction?216 cited
  • 1996Service recovery: its value and limitations as a retail strategy197 cited
  • 2008Three outcomes of service recovery176 cited
  • 2010The relationship between consumer complaining behavior and service recovery173 cited
  • 1999Waiting for service: the effectiveness of recovery strategies119 cited

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2006
Banking customers' varied reactions to service recovery strategies
117 cited

Cited by

  • 2015Consumer attitude towards service failure and recovery in higher education28 cited