References

• 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
• 1954The critical incident technique.8,184 cited
• 1984A Service Quality Model and its Marketing Implications6,682 cited
• 1990Zero defections: quality comes to services.5,435 cited
• 2007Critical Incident Technique5,287 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
• 1988Communication and Control Processes in the Delivery of Service Quality2,051 cited
• 1994Critical Service Encounters: The Employee's Viewpoint1,822 cited
• 1990The profitable art of service recovery.1,447 cited
• 1996LEARNING FROM CUSTOMER DEFECTIONS793 cited
• 1993The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions623 cited
• 1982Post-Purchase Consumer Processes and the Complaining Consumer314 cited
• 1989How do Customers Express Dissatisfaction and What can Service Marketers do About it?208 cited
• 1992Consumer Complaints: Advice on How Companies Should Respond Based on an Empirical Study107 cited
• 1993Service Problem Deployment: Transformation of Problem Information into Problem Prevention Activities