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Service quality: beyond cognitive assessment
16 references·16 citing·45 second hopsampled
Service quality: beyond cognitive assessment (2005)Service quality: beyond cognitive assessm…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Service portraits in service research: a critical review (2005)Service portraits in service …Whither Services Marketing? (2004)Whither Services Marketing?The Four Service Marketing Myths (2004)The Four Service Marketing My…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…The Role of Emotions in Service Encounters (2002)The Role of Emotions in Servi…Managing the Total Customer Experience (2002)Managing the Total Customer E…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…The experience economy: work is theatre & every business a stage (1999)The experience economy: work …Emotions in service satisfaction (1997)Emotions in service satisfact…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Hedonic Consumption: Emerging…WHAT LEADS GUESTS TO SATISFACTION AND LOYALTY IN UAE FIVE-STAR HOTELS? AHP ANALYSIS TO SERVICE QUALITY DIMENSIONS (2021)WHAT LEADS GUESTS TO SATISFAC…Exploring the visitors' decision-making process for Airbnb and hotel accommodations using value-attitude-behavior and theory of planned behavior (2021)Exploring the visitors' decis…Measuring customer experience in service: A systematic review (2019)Measuring customer experience…The impact of positive emotional experiences on eWOM generation and loyalty (2018)The impact of positive emotio…The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions (2016)The role of emotions in utili…Improving service quality through customer journey analysis (2016)Improving service quality thr…Evolving the online customer experience … is there a role for online customer support? (2016)Evolving the online customer …Engagement platforms (2016)Engagement platformsProjecting corporate brand image and behavioral response in business schools: Cognitive or affective brand attributes? (2014)Projecting corporate brand im…Personality, social comparison, consumption emotions, satisfaction, and behavioral intentions (2013)Personality, social compariso…Investigating the key factors affecting behavioral intentions (2011)Investigating the key factors…Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image (2011)Determinants of loyalty and r…Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry (2010)Measuring Perceived Service Q…Drivers of customers' service experiences: a study in the restaurant industry (2010)Drivers of customers' service…Customer sociability and the total service experience (2010)Customer sociability and the …Customer Value Formation in Practice: A Practice-Theoretical Approach (2006)Customer Value Formation in P…The Principles of Psychology (1891)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A circumplex model of affect. (1980)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Customer engagement: the construct, antecedents, and consequences (2016)Understanding Customer Experience Throughout the Customer Journey (2016)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making (1999)Customer satisfaction with services: putting perceived value into the equation (2000)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)What Is Meant by Services? (1966)An Investigation into the Determinants of Customer Satisfaction (1982)Customer satisfaction, customer retention, and market share (1993)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Mind, Self, and Society (2015)An Evolutionary Theory of Economic Change. (1983)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)The Standard Edition of the Complete Psychological Works of Sigmund Freud (1953)An Information Processing Theory of Consumer Choice (1979)Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Advances in Consumer Research (2025)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)The relationship marketing process: communication, interaction, dialogue, value (2004)Re-conceptualizing Information System Success: The IS-Impact Measurement Model (2008)Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)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)Co-creation experiences: The next practice in value creation (2004)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)
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References

  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,610 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1999The Role of Emotions in Marketing3,295 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1999The experience economy: work is theatre & every business a stage2,681 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 2004The Four Service Marketing Myths1,339 cited
  • 2004Whither Services Marketing?1,242 cited
  • 2002Managing the Total Customer Experience1,061 cited
  • 2002The Role of Emotions in Service Encounters810 cited
  • 2005Service portraits in service research: a critical review762 cited

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1997
Emotions in service satisfaction
655 cited

Cited by

  • 2016The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions273 cited
  • 2016Improving service quality through customer journey analysis267 cited
  • 2011Investigating the key factors affecting behavioral intentions207 cited
  • 2010Drivers of customers' service experiences: a study in the restaurant industry206 cited
  • 2018The impact of positive emotional experiences on eWOM generation and loyalty196 cited
  • 2021WHAT LEADS GUESTS TO SATISFACTION AND LOYALTY IN UAE FIVE-STAR HOTELS? AHP ANALYSIS TO SERVICE QUALITY DIMENSIONS192 cited
  • 2016Evolving the online customer experience … is there a role for online customer support?191 cited
  • 2014Projecting corporate brand image and behavioral response in business schools: Cognitive or affective brand attributes?163 cited
  • 2010Customer sociability and the total service experience156 cited
  • 2011Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image153 cited
  • 2019Measuring customer experience in service: A systematic review148 cited
  • 2006Customer Value Formation in Practice: A Practice-Theoretical Approach142 cited
  • 2016Engagement platforms138 cited
  • 2021Exploring the visitors' decision-making process for Airbnb and hotel accommodations using value-attitude-behavior and theory of planned behavior136 cited
  • 2010Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry136 cited
  • 2013Personality, social comparison, consumption emotions, satisfaction, and behavioral intentions135 cited