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Ramifications of Monitoring Service Quality Through Passively Solicited Customer Feedback
16 references·13 citing·34 second hop
Ramifications of Monitoring Service Quality Through Passively Solicited Customer Feedback (1996)Ramifications of Monitoring Service Quali…Business Research Methods (2020)Business Research MethodsPutting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…The Voice of the Customer (1993)The Voice of the CustomerThe Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)A Longitudinal Analysis of th…The profitable art of service recovery. (1990)The profitable art of service…Structural Equation Modeling with LISREL (1988)Structural Equation Modeling …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Social Measurement: Current Issues (1981)Social Measurement: Current I…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Marketing Research: Methodological Foundations (1977)Marketing Research: Methodolo…Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Effect of expectation and dis…Build or buy? The individual and unit-level performance of internally versus externally selected managers over time. (2018)Build or buy? The individual …Assessing the Credibility of Decisional Guidance Delivered by Information Systems (2017)Assessing the Credibility of …“Mere Measurement Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior (2016)“Mere Measurement Plus”: How …Measuring Retail Store Service Quality: The Disparity between the Retail Service Quality Scale (RSQS) and Comment Cards (2015)Measuring Retail Store Servic…Information Quality in PLM: A Product Design Perspective (2015)Information Quality in PLM: A…Measuring Hotel Service Quality Perceptions: The Disparity between Comment Cards and Lodgserv (2013)Measuring Hotel Service Quali…Service Innovation in Business Value Networks (2008)Service Innovation in Busines…Service orientations of manufacturing companies:impact on new product success (2006)Service orientations of manuf…Operations strategy and flexibility: modeling with Bayesian classifiers (2006)Operations strategy and flexi…Relationship between operations strategy and size in engineering consulting firms (2002)Relationship between operatio…Innovation and firm size: an empirical study for Spanish engineering consulting companies (2001)Innovation and firm size: an …THE MARKET SHARE IMPACT OF SERVICE FAILURES (1999)THE MARKET SHARE IMPACT OF SE…Gathering customer feedback via the Internet: instruments and prospects (1998)Gathering customer feedback v…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Theory of Buyer Behavior (1971)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)The House of Quality (1988)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer value: The next source for competitive advantage (1997)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Model modifications in covariance structure analysis: The problem of capitalization on chance. (1992)The Measurement of Place Attachment: Validity and Generalizability of a Psychometric Approach (2003)A First Course in Structural Equation Modeling (2012)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)The Impact of Technostress on Role Stress and Productivity (2007)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)Empirical research methods in operations management (1990)The student perspective on employability (2011)Research Methods in Business Studies (2020)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1977Marketing Research: Methodological Foundations4,351 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 2020Business Research Methods2,013 cited
  • 1993The Voice of the Customer1,969 cited
  • 1988Structural Equation Modeling with LISREL1,864 cited
  • 1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1,740 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis

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1,394 cited
  • 1981Social Measurement: Current Issues1,380 cited
  • Cited by

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    • 1999THE MARKET SHARE IMPACT OF SERVICE FAILURES58 cited
    • 2018Build or buy? The individual and unit-level performance of internally versus externally selected managers over time.47 cited
    • 1998Gathering customer feedback via the Internet: instruments and prospects44 cited
    • 2016“Mere Measurement Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior41 cited
    • 2002Relationship between operations strategy and size in engineering consulting firms38 cited
    • 2006Operations strategy and flexibility: modeling with Bayesian classifiers27 cited
    • 2017Assessing the Credibility of Decisional Guidance Delivered by Information Systems18 cited
    • 2013Measuring Hotel Service Quality Perceptions: The Disparity between Comment Cards and Lodgserv18 cited
    • 2015Measuring Retail Store Service Quality: The Disparity between the Retail Service Quality Scale (RSQS) and Comment Cards18 cited
    • 2008Service Innovation in Business Value Networks15 cited
    • 2006Service orientations of manufacturing companies:impact on new product success13 cited
    • 2015Information Quality in PLM: A Product Design Perspective6 cited