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A measurement model for service capability from the customer perspective
16 references·0 citing·36 second hop
A measurement model for service capability from the customer perspective (2012)A measurement model for service capabilit…The Motivation to Work (2017)The Motivation to WorkIntroduction to quality engineering.... (2014)Introduction to quality engin…The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)The asymmetric relationship b…Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)Capabilities, business proces…Strengthening the Satisfaction-Profit Chain (2000)Strengthening the Satisfactio…Principles and Practice of Structural Equation Modeling (1998)Principles and Practice of St…How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)How to make product developme…How to delight your customers (1996)How to delight your customersReassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Coefficient Alpha and the Internal Structure of Tests (1951)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)An empirical assessment of the SERVQUAL scale (1992)The Commitment-Trust Theory of Relationship Marketing (1994)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)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)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)PLS-SEM: Indeed a Silver Bullet (2011)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Multidimensional Assessment of Emotion Regulation and Dysregulation: Development, Factor Structure, and Initial Validation of the Difficulties in Emotion Regulation Scale (2003)Structural Equation Modelling: Guidelines for Determining Model Fit (2008)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Workplace spirituality and employee work attitudes (2003)Positive Psychology in Clinical Practice (2004)Media, Tasks, and Communication Processes: A Theory of Media Synchronicity1 (2008)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)
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References

  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1998Principles and Practice of Structural Equation Modeling36,041 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2017The Motivation to Work5,564 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 2003Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view1,782 cited
  • 2000Strengthening the Satisfaction-Profit Chain1,537 cited
  • 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment1,134 cited
  • 2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis

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780 cited
  • 2014Introduction to quality engineering....641 cited
  • 1996How to delight your customers581 cited
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