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A narrative review and meta-analysis of service interaction quality: new research directions and implications
16 references·9 citing·41 second hop
A narrative review and meta-analysis of service interaction quality: new research directions and implications (2015)A narrative review and meta-analysis of s…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)A Critical Review of Construc…Understanding Relationship Marketing Outcomes (2002)Understanding Relationship Ma…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Toward an integrative theory of training motivation: A meta-analytic path analysis of 20 years of research. (2000)Toward an integrative theory …Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)An Examination of the Nature …The efficacy of psychological, educational, and behavioral treatment: Confirmation from meta-analysis. (1993)The efficacy of psychological…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Dimensions of Consumer Expertise (1987)Dimensions of Consumer Expert…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models (1982)Asymptotic Confidence Interva…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Belief, Attitude, Intention a…Frontline employees' performance in the financial services industry: the significance of trust, empathy and consumer orientation (2023)Frontline employees' performa…The empowering, the empowered, and the empowerment disparity: A multilevel analysis of the integrated model of employee empowerment (2022)The empowering, the empowered…Exploring the role of fitness instructors’ interaction quality skills in building customer trust in the service provider and customer satisfaction (2021)Exploring the role of fitness…Relationships among employee acting, customer-perceived service quality, emotional well-being and value co-creation (2020)Relationships among employee …Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels (2018)Toward a conceptualization of…Sustainable Service Quality Management by Logistics Service Providers: An Indian Perspective (2018)Sustainable Service Quality M…An Analysis of Customers' Acceptance of Internet Banking (2018)An Analysis of Customers' Acc…Managing service employees: literature review, expert opinions, and research directions (2016)Managing service employees: l…Can peers’ ethical and transformational leadership improve coworkers’ service quality? A latent growth analysis (2016)Can peers’ ethical and transf…Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The Market for "Lemons": Quality Uncertainty and the Market Mechanism (1970)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Understanding Customer Experience Throughout the Customer Journey (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance (2013)Partial least squares structural equation modeling (PLS-SEM) (2014)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Confidence Limits for the Indirect Effect: Distribution of the Product and Resampling Methods (2004)lavaan : An R Package for Structural Equation Modeling (2012)Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (2021)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)The theory of planned behavior (1991)Common method biases in behavioral research: A critical review of the literature and recommended remedies. 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References

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  • 1987Dimensions of Consumer Expertise4,373 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 2002Understanding Relationship Marketing Outcomes2,299 cited
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2,124 cited
  • 1993The efficacy of psychological, educational, and behavioral treatment: Confirmation from meta-analysis.2,032 cited
  • Cited by

    • 2016Managing service employees: literature review, expert opinions, and research directions137 cited
    • 2020Relationships among employee acting, customer-perceived service quality, emotional well-being and value co-creation52 cited
    • 2021Exploring the role of fitness instructors’ interaction quality skills in building customer trust in the service provider and customer satisfaction52 cited
    • 2016Can peers’ ethical and transformational leadership improve coworkers’ service quality? A latent growth analysis48 cited
    • 2018Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels40 cited
    • 2018Sustainable Service Quality Management by Logistics Service Providers: An Indian Perspective39 cited
    • 2022The empowering, the empowered, and the empowerment disparity: A multilevel analysis of the integrated model of employee empowerment36 cited
    • 2023Frontline employees' performance in the financial services industry: the significance of trust, empathy and consumer orientation28 cited
    • 2018An Analysis of Customers' Acceptance of Internet Banking13 cited