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The Marketing of Services: Managing the Intangibles
4 references·16 citing·45 second hop
The Marketing of Services: Managing the Intangibles (1985)The Marketing of Services: Managing the I…European Journal of Marketing (1991)European Journal of MarketingHow to Design a Service (1982)How to Design a ServiceMarketing Intangible Products and Product Intangibles (1981)Marketing Intangible Products…What Is Meant by Services? (1966)What Is Meant by Services?Customer switching behaviour in the Chinese retail banking industry (2010)Customer switching behaviour …The determinants of new service development: Service characteristics, market orientation, and actualizing innovation effort (2009)The determinants of new servi…Customer Loyalty in e-Commerce Settings: An Empirical Study (2008)Customer Loyalty in e-Commerc…Understanding the Antecedents to Customer Loyalty by Applying Structural Equation Modeling (2007)Understanding the Antecedents…The determinants of customer loyalty: An analysis of intangible factors in three service industries (2006)The determinants of customer …A multidimensional concept of uncertainty and its influence on the entry mode choice: An empirical analysis in the service sector (2006)A multidimensional concept of…Centralization of franchising networks: evidence from the Austrian franchise sector (2003)Centralization of franchising…Industrial sector, perceived environmental uncertainty and entry mode strategy (2002)Industrial sector, perceived …An exploratory study of a multi‐expectation framework for services (2000)An exploratory study of a mul…Begriffsabgrenzungen und Erscheinungsformen von Dienstleistungen (1998)Begriffsabgrenzungen und Ersc…Marketing schools and consumer choice (1996)Marketing schools and consume…Service encounter satisfaction: conceptualized (1995)Service encounter satisfactio…Level of success inputs for service innovations in the same firm (1995)Level of success inputs for s…Total Quality Management in Services (1994)Total Quality Management in S…The use of initial fees and royalties in business‐format franchising (1993)The use of initial fees and r…Marketing for Service Industries-A Revie (1993)Marketing for Service Industr…A Service Quality Model and its Marketing Implications (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Service quality and human resource management (1998)The marketing strategies of universities in the United Kingdom (1999)Strategic challenges for the marketing of services internationally (2002)Delivering quality service: balancing customer perceptions and expectations (1990)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The human values’ lenses of country of origin images (2002)Service quality and marketing performance in business‐to‐business markets: exploring the mediating role of client satisfaction (2004)Culture and service quality expectations (2007)Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)The choice of organizational form The case of franchising (1987)Agency Theory and Franchising: Some Empirical Results (1992)Contractual Arrangements as Signaling Devices: Evidence from Franchising (1993)Contractual Arrangements in Franchising: An Empirical Investigation (1995)Contractual Allocation of Decision Rights and Incentives: The Case of Automobile Distribution (2001)Research methods for business: A skill building approach (1993)Managing heritage attractions: marketing challenges at sensitive historical sites (2002)Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness (2011)Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels (2013)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Developing a framework for understanding e‐service quality, its antecedents, consequences, and mediators (2011)Female online shoppers (2015)The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction (2017)Breaking Free from Product Marketing (1977)Problems and Strategies in Services Marketing (1985)Qualitative Methods in Management Research. (1993)Determinants of Co-Workers' Innovative Behaviour: An Investigation into Knowledge Intensive Services (2003)High‐Technology Service Innovation Success: A Decision‐Making Perspective (2004)Determinants of Product Innovation in Small Firms (2006)Capturing value creation in business relationships: A customer perspective (2003)Value in business markets: What do we know? Where are we going? (2005)Service quality, customer satisfaction, and behavioral intentions in the service factory (2006)Research in Organizational Behavior: An Annual Series of Analytical Essays and Critical Reviews (1985)New service development: a review of the literature and annotated bibliography (1998)Customer experience: fundamental premises and implications for research (2020)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Customer Experience Throughout the Customer Journey (2016)How Smaller Born-Global Firms Use Networks and Alliances to Overcome Constraints to Rapid Internationalization (2006)The Role of Hubs in the Adoption Process (2009)“PLS-SEM: indeed a silver bullet” – retrospective observations and recent advances (2022)
this work references cited by second hop

References

  • 1982How to Design a Service1,077 cited
  • 1991European Journal of Marketing839 cited
  • 1981Marketing Intangible Products and Product Intangibles684 cited
  • 1966What Is Meant by Services?471 cited

Cited by

  • 1993Marketing for Service Industries-A Revie188 cited
  • 1993The use of initial fees and royalties in business‐format franchising183 cited
  • 1995Level of success inputs for service innovations in the same firm182 cited
  • 2008Customer Loyalty in e-Commerce Settings: An Empirical Study170 cited
  • 1995Service encounter satisfaction: conceptualized162 cited
  • 2000An exploratory study of a multi‐expectation framework for services160 cited
  • 2009The determinants of new service development: Service characteristics, market orientation, and actualizing innovation effort155 cited
  • 2010Customer switching behaviour in the Chinese retail banking industry155 cited
  • 1994Total Quality Management in Services137 cited
  • 2007Understanding the Antecedents to Customer Loyalty by Applying Structural Equation Modeling122 cited
  • 2006The determinants of customer loyalty: An analysis of intangible factors in three service industries

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120 cited
  • 2006A multidimensional concept of uncertainty and its influence on the entry mode choice: An empirical analysis in the service sector116 cited
  • 2003Centralization of franchising networks: evidence from the Austrian franchise sector111 cited
  • 1998Begriffsabgrenzungen und Erscheinungsformen von Dienstleistungen108 cited
  • 2002Industrial sector, perceived environmental uncertainty and entry mode strategy103 cited
  • 1996Marketing schools and consumer choice96 cited