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A CIT investigation of other customers' influence in services

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References

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1993The Nature and Determinants of Customer Expectations of Service2,665 cited
2019Welcome to the experience economy2,562 cited
1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
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1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
2012The Experience Economy1,886 cited
1975Situational Variables and Consumer Behavior1,645 cited
1997Customers' motivations for maintaining relationships with service providers1,604 cited
1989Reliability of Nominal Data Based on Qualitative Judgments1,575 cited
2000Word-of-Mouth Processes within a Services Purchase Decision Context

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1,335 cited

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2013Situational influences on the evaluation of other-customer failure53 cited
2017Service Recovery, Justice Perception, and Forgiveness: The “Other Customers” Perspectives51 cited
2013Third Party Customers Infecting Other Customers for Better or for Worse50 cited
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2017Oh my gosh, I got to get out of this place! A qualitative study of vicarious embarrassment in service encounters36 cited
2020What goes on between customers? A cross-industry study of customer-to-customer interaction (CCI)36 cited
2014Self-regulation and “other consumers” at service encounters: A sociometer perspective30 cited