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High tech, high touch: The effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services
16 references·13 citing·35 second hop
High tech, high touch: The effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services (2007)High tech, high touch: The effect of empl…Customer Satisfaction and Shareholder Value (2004)Customer Satisfaction and Sha…Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics (2002)Antecedents of B2C Channel Sa…Information Rules: A Strategic Guide to the Network Economy (2000)Information Rules: A Strategi…Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value (2000)Implications of Loyalty Progr…Coordinating Expertise in Software Development Teams (2000)Coordinating Expertise in Sof…A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction (1998)A Dynamic Model of the Durati…Service Quality: A Measure of Information Systems Effectiveness (1995)Service Quality: A Measure of…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Zero defections: quality comes to services. (1990)Zero defections: quality come…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Managing quality: the strategic and competitive edge (1989)Managing quality: the strateg…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…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…Empirical Modeling of Customer Satisfaction for E-Services in Cross-Border E-Commerce (2021)Empirical Modeling of Custome…Sustaining the Momentum: Archival Analysis of Enterprise Resource Planning Systems (2006–2012) (2014)Sustaining the Momentum: Arch…Internet-banking customer analysis based on perceptions of service quality in Taiwan (2014)Internet-banking customer ana…The Influence of Condition of Minibus Taxis, Compliance with Road Rules on Quality of Service and Commuter Satisfaction in Harrismith, South Africa (2013)The Influence of Condition of…Archival analysis of Enterprise Resource Planning Systems: The current state and future directions (2012)Archival analysis of Enterpri…The effect of pre- and post-service performance on consumer evaluation of online retailers (2011)The effect of pre- and post-s…Determinants of Corporate Web Services Adoption: A Survey of Companies in Korea (2011)Determinants of Corporate Web…How offshoring affects IT workers (2010)How offshoring affects IT wor…Are Foreign IT Workers Cheaper? U.S. Visa Policies and Compensation of Information Technology Professionals (2010)Are Foreign IT Workers Cheape…When Do ISVs Join a Platform Ecosystem? Evidence from the Enterprise Software Industry (2009)When Do ISVs Join a Platform …Examining Return on Human Capital Investments in the Context of Offshore IT Workers (2009)Examining Return on Human Cap…Human Capital and Institutional Effects in the Compensation of Information Technology Professionals in the United States (2008)Human Capital and Institution…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)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)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)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Quality, satisfaction and behavioral intentions (2000)Advertising as Information (1974)Breaking Free from Product Marketing (1977)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)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)\nThe use of partial least squares path modeling in international marketing (2009)Prospect Theory: An Analysis of Decision under Risk (1979)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics (2001)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Value creation in E‐business (2001)Business Models, Business Strategy and Innovation (2009)From Strategy to Business Models and onto Tactics (2010)
this work references cited by second hop

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
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 2000Information Rules: A Strategic Guide to the Network Economy4,394 cited
  • 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1995Service Quality: A Measure of Information Systems Effectiveness1,765 cited
  • 2000Coordinating Expertise in Software Development Teams1,688 cited
  • 2004Customer Satisfaction and Shareholder Value1,336 cited
  • 2002Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics1,205 cited
  • 2000

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Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value
1,157 cited
  • 1989Managing quality: the strategic and competitive edge1,087 cited
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    • 2011The effect of pre- and post-service performance on consumer evaluation of online retailers74 cited
    • 2021Exploring the role of fitness instructors’ interaction quality skills in building customer trust in the service provider and customer satisfaction52 cited
    • 2021Empirical Modeling of Customer Satisfaction for E-Services in Cross-Border E-Commerce41 cited
    • 2010How offshoring affects IT workers40 cited
    • 2009When Do ISVs Join a Platform Ecosystem? Evidence from the Enterprise Software Industry35 cited
    • 2014Sustaining the Momentum: Archival Analysis of Enterprise Resource Planning Systems (2006–2012)34 cited
    • 2014Internet-banking customer analysis based on perceptions of service quality in Taiwan33 cited
    • 2012Archival analysis of Enterprise Resource Planning Systems: The current state and future directions22 cited
    • 2011Determinants of Corporate Web Services Adoption: A Survey of Companies in Korea17 cited
    • 2013The Influence of Condition of Minibus Taxis, Compliance with Road Rules on Quality of Service and Commuter Satisfaction in Harrismith, South Africa9 cited
    • 2009Examining Return on Human Capital Investments in the Context of Offshore IT Workers2 cited