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Interactive service quality in service encounters: empirical illustration and models
16 references·3 citing·33 second hop
Interactive service quality in service encounters: empirical illustration and models (2004)Interactive service quality in service en…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Developing relationships in business networks (1995)Developing relationships in b…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Competing on the Eight Dimensions of Quality (1987)Competing on the Eight Dimens…Servqual : a multiple-item scale for measuring customer perceptions of service quality (1986)Servqual : a multiple-item sc…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Principles of Marketing (1972)Principles of MarketingThe Measurement of Meaning (1957)The Measurement of MeaningA technique for measurement of attitudes (1932)A technique for measurement o…Retailer behavior as determinant of service quality in Indian retailing (2010)Retailer behavior as determin…Investigating service quality dimensions in South African motor vehicle servicing (2009)Investigating service quality…An assessment of customer service in business‐to‐business relationships (2007)An assessment of customer ser…The Nature of the Firm (1937)Economic Action and Social Structure: The Problem of Embeddedness (1985)”Coopetition” in Business Networks—to Cooperate and Compete Simultaneously (2000)The strategic impact of external networks: subsidiary performance and competence development in the multinational corporation (2002)Firm resources and sustained competitive advantage (2004)Sustainable supply chain management and inter‐organizational resources: a literature review (2009)Advertising as Information (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Income and well-being: an empirical analysis of the comparison income effect (2004)Analyzing Likert Data (2012)Research Methods in Psychology (2016)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)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Evolving to a New Dominant Logic for Marketing (2003)Attitudinal effects of mere exposure. (1968)Measuring emotion: The self-assessment manikin and the semantic differential (1994)A model of (often mixed) stereotype content: Competence and warmth respectively follow from perceived status and competition. (2002)Understanding Service Convenience (2002)Effects of innovation types on firm performance (2011)
this work references cited by second hop

References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 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
  • 1932A technique for measurement of attitudes9,567 cited
  • 1957The Measurement of Meaning9,430 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1972Principles of Marketing5,587 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1995Developing relationships in business networks3,265 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
  • 1987Competing on the Eight Dimensions of Quality1,691 cited

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  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
  • Cited by

    • 2007An assessment of customer service in business‐to‐business relationships39 cited
    • 2009Investigating service quality dimensions in South African motor vehicle servicing33 cited
    • 2010Retailer behavior as determinant of service quality in Indian retailing27 cited