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Service orientation in transitional markets: does it matter?

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References

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
1983Culture's Consequences: International Differences in Work-Related Values.15,062 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1995Why Satisfied Customers Defect2,226 cited
1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
1993Customer intimacy and other value disciplines978 cited
2010Winning the Service Game859 cited
1996Creating a climate and culture for sustainable organizational change614 cited
1988Managing in the Service Economy504 cited
1990Service Breakthroughs: Changing the Rules of the Game460 cited
1991The service-driven service company.

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452 cited

1994Improving service quality in America: Lessons learned449 cited

Cited by

2011The effects of organizational service orientation on person–organization fit and turnover intent77 cited
2010Service climate and customer satisfaction in a casino hotel: An exploratory case study76 cited
2006Introducing employee social identification to customer satisfaction research65 cited
2017Leadership style and service orientation: the catalytic role of employee engagement64 cited
2009Employee perspectives of service quality in the supermarket sector61 cited
2018Linking organizational service orientation to retailer profitability: Insights from the service-profit chain59 cited
2012Service orientation: effectuating business model innovation56 cited
2016Determinants of quality and efficiency performance in service operations53 cited
2013The Effect of Service Orientation on Financial Performance: The Mediating Role of Job Satisfaction and Customer Satisfaction45 cited
2007Channel Collaboration, Market Orientation and Performance Advantages: Discovering Developed and Emerging Markets41 cited
2007Mission statements in Slovene enterprises35 cited
2017Does servant leadership work in hospitality sector: A representative study in the hotel organizations30 cited
2007Employee—Customer Linkages: A Social Identification Perspective in a Hotel Industry Context26 cited
2006Service Climate, Employee Identification, and Customer Outcomes in Hotel Property Rebrandings26 cited
2008E-customer service capability and value creation26 cited
2018Redesigning In-Flight Service with Service Blueprint Based on Text Analysis23 cited