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Service behaviors that lead to satisfied customers

16 references·16 citing·28 second hopsampled

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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
1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1990Zero defections: quality comes to services.5,373 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1983The Managed Heart2,165 cited
1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
1983

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Classifying Services to Gain Strategic Marketing Insights

1,994 cited

1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited

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2010Examining student satisfaction with higher education services428 cited
2004Emotions in segmentation348 cited
2009Linking the hierarchical service quality model to customer satisfaction and loyalty194 cited
2011Interaction behaviors leading to comfort in the service encounter185 cited
2005The impact of service provider emotional intelligence on customer satisfaction167 cited
2005Relationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organisations165 cited
2020Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research157 cited
2007Emotional intelligence, its measurement and implications for the workplace147 cited
2020HEISQUAL: A modern approach to measure service quality in higher education institutions142 cited
2008Revisiting the smiling service worker and customer satisfaction123 cited
2017Strategic B2B customer experience management: the importance of outcomes-based measures123 cited
2008Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction122 cited
2001Service Encounter Conceptualisation: Employees' Service Behaviours and Customers' Service Quality Perceptions121 cited
2008The human element in airline service quality: contact personnel and the customer119 cited
2002Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters119 cited
2009A pilot study assessing emotional intelligence training and communication skills with 3rd year medical students117 cited