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Sequence-Oriented Problem Identification Within Service Encounters
16 references·11 citing·30 second hop
Sequence-Oriented Problem Identification Within Service Encounters (1996)Sequence-Oriented Problem Identification …Critical Incident Technique (2007)Critical Incident TechniqueSERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Consumer Expectations and the Measurement of Perceived Service Quality (1993)Consumer Expectations and the…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…Reliability of Nominal Data Based on Qualitative Judgments (1989)Reliability of Nominal Data B…Consumer behavior in marketing strategy (1989)Consumer behavior in marketin…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Belief, Attitude, Intention a…Service breakdown prevention (2020)Service breakdown preventionRedesigning In-Flight Service with Service Blueprint Based on Text Analysis (2018)Redesigning In-Flight Service…Factors affecting memorability of service failures: a longitudinal analysis (2016)Factors affecting memorabilit…Operational improvement competence and service recovery performance: The moderating effects of role stress and job resources (2015)Operational improvement compe…The fading affect bias: Examining changes in affect and behavioral intentions in restaurant service failures and recoveries (2014)The fading affect bias: Exami…Assessing Users' Perceptions on how to Improve Public Services Quality (2012)Assessing Users' Perceptions …The Marketing of Hospitality and Leisure Experiences (2009)The Marketing of Hospitality …Kundenintegrierte Neuproduktentwicklung von Dienstleistungen (2004)Kundenintegrierte Neuprodukte…Dienstleistungsinnovationen — Eine Einführung in den Sammelband (2004)Dienstleistungsinnovationen —…Understanding the interfaces: (2002)Understanding the interfaces:Die sequentielle ereignismethode — ein instrument der prozeßorientierten messung von dienstleistungsqualität (1996)Die sequentielle ereignismeth…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Developing Buyer-Seller Relationships (1987)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)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)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)The theory of planned behavior (1991)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Disrupted Routines: Team Learning and New Technology Implementation in Hospitals (2001)What Kind of Citizen? The Politics of Educating for Democracy (2004)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)
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References

  • 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 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
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2007Critical Incident Technique5,287 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1989Reliability of Nominal Data Based on Qualitative Judgments1,575 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports

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1,466 cited
  • 1989Consumer behavior in marketing strategy341 cited
  • 1993Consumer Expectations and the Measurement of Perceived Service Quality268 cited
  • Cited by

    • 2009The Marketing of Hospitality and Leisure Experiences137 cited
    • 2016Factors affecting memorability of service failures: a longitudinal analysis45 cited
    • 2014The fading affect bias: Examining changes in affect and behavioral intentions in restaurant service failures and recoveries36 cited
    • 2012Assessing Users' Perceptions on how to Improve Public Services Quality31 cited
    • 2015Operational improvement competence and service recovery performance: The moderating effects of role stress and job resources25 cited
    • 2002Understanding the interfaces:25 cited
    • 1996Die sequentielle ereignismethode — ein instrument der prozeßorientierten messung von dienstleistungsqualität25 cited
    • 2018Redesigning In-Flight Service with Service Blueprint Based on Text Analysis23 cited
    • 2020Service breakdown prevention22 cited
    • 2004Dienstleistungsinnovationen — Eine Einführung in den Sammelband9 cited
    • 2004Kundenintegrierte Neuproduktentwicklung von Dienstleistungen9 cited