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“What sort of soil do rhododendrons like?” ‐ comparing customer and employee responses to requests for product‐related information
16 references·8 citing·41 second hop
“What sort of soil do rhododendrons like?” ‐ comparing customer and employee responses to requests for product‐related information (1999)“What sort of soil do rhododendrons like?…Customer voluntary performance: Customers as partners in service delivery (1997)Customer voluntary performanc…The role of personalization in service encounters (1996)The role of personalization i…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…Oral participation in retail service delivery: a comparison of the roles of contact personnel and customers (1996)Oral participation in retail …A Proposed Model of External Consumer Information Search (1996)A Proposed Model of External …Unacquainted influencers: When strangers interact in the retail setting (1995)Unacquainted influencers: Whe…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…The Service Experience As Theater (1992)The Service Experience As The…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…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…The Market Maven: A Diffuser of Marketplace Information (1987)The Market Maven: A Diffuser …Consumer Behavior: Implications for Marketing Strategy (1983)Consumer Behavior: Implicatio…Effects of Prior Knowledge and Experience and Phase of the Choice Process on Consumer Decision Processes: A Protocol Analysis (1980)Effects of Prior Knowledge an…Toward a resilient complex adaptive system view of business models (2020)Toward a resilient complex ad…Similarity over difference: How congruency in customer characteristics drives service experiences (2019)Similarity over difference: H…Other customer age: exploring customer age-difference related CCI (2015)Other customer age: exploring…Self‐Service Operations at Retail Stores: The Role of Inter‐Customer Interactions (2012)Self‐Service Operations at Re…A Field Experimental Investigation of Managerially Facilitated Consumer-to-Consumer Interaction (2011)A Field Experimental Investig…The hospitality of the host: A cross-cultural examination of managerially facilitated consumer-to-consumer interactions (2009)The hospitality of the host: …The influence of customer-to-customer interactions and role typology on customer reaction (2008)The influence of customer-to-…An Explanatory Model of Self-Service on the Internet (2008)An Explanatory Model of Self-…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)Developing Buyer-Seller Relationships (1987)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)SCRIPTS, PLANS, GOALS, AND UNDERSTANDING (1988)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Technology Infusion in Service Encounters (2000)Customer repurchase intention (2003)Comparative fit indexes in structural models. (1990)The Commitment-Trust Theory of Relationship Marketing (1994)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing. (2005)Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context (2005)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)The People's Choice (1945)Role of Product-Related Conversations in the Diffusion of a New Product (1967)Mail and Telephone Surveys: The Total Design Method. (1982)Viral Marketing or Electronic Word-of-Mouth Advertising: Examining Consumer Responses and Motivations to Pass Along Email (2004)Networked Narratives: Understanding Word-of-Mouth Marketing in Online Communities (2010)Toward a theory of customer engagement marketing (2016)Social Learning Theory. (1978)Measuring Service Quality: A Reexamination and Extension (1992)Market Orientation: A Meta-Analytic Review and Assessment of its Antecedents and Impact on Performance (2005)To Empower or Not to Empower Your Sales Force? An Empirical Examination of the Influence of Leadership Empowerment Behavior on Customer Satisfaction and Performance. (2005)The Elaboration Likelihood Model of Persuasion (1986)The Elaboration Likelihood Model of Persuasion (1986)Adaptive strategy selection in decision making. (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Understanding Service Convenience (2002)
this work references cited by second hop

References

  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 1980Effects of Prior Knowledge and Experience and Phase of the Choice Process on Consumer Decision Processes: A Protocol Analysis1,344 cited
  • 1997Customer voluntary performance: Customers as partners in service delivery1,325 cited
  • 1987The Market Maven: A Diffuser of Marketplace Information1,322 cited
  • 1990Customer participation in service production and delivery.759 cited
  • 1983Consumer Behavior: Implications for Marketing Strategy664 cited
  • 1996A Proposed Model of External Consumer Information Search590 cited
  • 1996The role of personalization in service encounters457 cited
  • 1995Unacquainted influencers: When strangers interact in the retail setting247 cited

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  • 1992The Service Experience As Theater162 cited
  • 1996Oral participation in retail service delivery: a comparison of the roles of contact personnel and customers136 cited
  • Cited by

    • 2009The hospitality of the host: A cross-cultural examination of managerially facilitated consumer-to-consumer interactions64 cited
    • 2008The influence of customer-to-customer interactions and role typology on customer reaction61 cited
    • 2020Toward a resilient complex adaptive system view of business models47 cited
    • 2012Self‐Service Operations at Retail Stores: The Role of Inter‐Customer Interactions43 cited
    • 2011A Field Experimental Investigation of Managerially Facilitated Consumer-to-Consumer Interaction38 cited
    • 2015Other customer age: exploring customer age-difference related CCI33 cited
    • 2019Similarity over difference: How congruency in customer characteristics drives service experiences26 cited
    • 2008An Explanatory Model of Self-Service on the Internet7 cited