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Customer Satisfaction and the Services Marketing Mix

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
2000Marketing management: analysis. planning. implementation and control6,649 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1985Problems and Strategies in Services Marketing2,819 cited
1973Marketing Management: Analysis, Planning and Control2,439 cited
1977Breaking Free from Product Marketing2,056 cited
1989A Gap Analysis of Professional Service Quality1,123 cited
1987Service Positioning through Structural Change928 cited
1979Where does the customer fit in a service operation?834 cited
1981Marketing Strategies and Organizational Structures for Service Firms763 cited
1986The Marketing Concept: What It Is and What It Is Not589 cited
1978A Service‐Orientated Approach to Marketing of Services551 cited
1988The service-quality puzzle550 cited
1980The service organization: Climate is crucial422 cited
1980

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Growth strategies for service firms

352 cited

Cited by

2014The Effect of Tourist Relationship Perception on Destination Loyalty at a World Heritage Site in China174 cited
2016A service failure framework of hotels in Taiwan47 cited
2016The Influence of Service Marketing Mix on Customer Choice of Repeat Purchase of Restaurant in Kumasi, Ghana32 cited
2014Impact of Service Marketing Mixes on Customer Perception: A Study on Eastern Bank Limited, Bangladesh31 cited
2011The 7Ps Classification of the Services Marketing Mix Revisited: An Empirical Assessment of their Generalisability, Applicability and Effect on Performance - Evidence from Jordan’s Services Organisations30 cited
2020Banking service in Bangladesh: The impact of service marketing mix on purchase intention of university students25 cited
2019Service marketing mix as input and output of higher and technical education22 cited
2015Services Marketing Mix Efforts of a Global Services Brand: The Case of DHL Logistics20 cited
2009Marketing Strategies of Thai Spa Operators in Bangkok Metropolitan16 cited
2016Assessing customer retention in B2C electronic commerce: an empirical study12 cited
2020The moderating effect of information technology capabilities on the relationship between marketing mix and corporate entrepreneurship9 cited
2019The Determinants of Generation Z Intention to Use the Grab E-Hailing Services9 cited