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A theatrical perspective on service performance evaluation: The customer-critic approach
16 references·0 citing·29 second hop
A theatrical perspective on service performance evaluation: The customer-critic approach (2010)A theatrical perspective on service perfo…The Presentation of Self in Everyday Life (2023)The Presentation of Self in E…The Interpretation of Cultures (2017)The Interpretation of CulturesSatisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Service-dominant logic: continuing the evolution (2007)Service-dominant logic: conti…Co‐creating unique value with customers (2004)Co‐creating unique value with…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…The experience economy: work is theatre & every business a stage (1999)The experience economy: work …Experiential Marketing (1999)Experiential MarketingFocus Groups (1996)Focus GroupsAdvances in Consumer Research (1992)Advances in Consumer ResearchSERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Naturalistic inquiry (1985)Naturalistic inquiryA Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Interpretation of Cultures (1974)The Interpretation of CulturesThe Presentation of Self in Everyday Life. (1956)The Presentation of Self in E…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)Framing Processes and Social Movements: An Overview and Assessment (2000)Users of the world, unite! The challenges and opportunities of Social Media (2009)Being and Nothingness (2022)Service-dominant logic: reactions, reflections and refinements (2006)Managing the co-creation of value (2007)Customer Engagement (2011)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Institutions and axioms: an extension and update of service-dominant logic (2015)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Understanding Customer Experience Throughout the Customer Journey (2016)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Culture in Action: Symbols and Strategies (1986)Managing Legitimacy: Strategic and Institutional Approaches (1995)Knowing in Practice: Enacting a Collective Capability in Distributed Organizing (2002)Social Identity Theory and the Organization (1989)Emotional Intelligence (1990)Three Approaches to Qualitative Content Analysis (2005)Seeking Qualitative Rigor in Inductive Research (2012)Thematic Analysis (2017)
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References

  • 1985Naturalistic inquiry45,666 cited
  • 1956The Presentation of Self in Everyday Life.25,991 cited
  • 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
  • 1974The Interpretation of Cultures19,154 cited
  • 2023The Presentation of Self in Everyday Life17,564 cited
  • 2017The Interpretation of Cultures16,449 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 2007Service-dominant logic: continuing the evolution7,615 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1999Experiential Marketing2,989 cited
  • 1992Advances in Consumer Research2,863 cited
  • 1999The experience economy: work is theatre & every business a stage2,681 cited
  • 2004Co‐creating unique value with customers2,463 cited
  • 1996Focus Groups2,351 cited

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