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TOWARD UNDERSTANDING CONFLICTS BETWEEN CUSTOMERS AND EMPLOYEES’ PERCEPTIONS AND EXPECTATIONS: EVIDENCE OF IRANIAN BANK
16 references·5 citing·21 second hop
TOWARD UNDERSTANDING CONFLICTS BETWEEN CUSTOMERS AND EMPLOYEES’ PERCEPTIONS AND EXPECTATIONS: EVIDENCE OF IRANIAN BANK (2009)TOWARD UNDERSTANDING CONFLICTS BETWEEN CU…Service loyalty (2002)Service loyaltyCustomer satisfaction with services: putting perceived value into the equation (2000)Customer satisfaction with se…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Advances in Consumer Research (1992)Advances in Consumer ResearchRefinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…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…Dilemmas of Reputation Risk Management: Theoretical Study (2018)Dilemmas of Reputation Risk M…Employees’ Perceptions about Islamic Banking and its Growth Potential in Pakistan (2016)Employees’ Perceptions about …Service quality in banking: developing and testing measurement instrument with Latvian sample data (2013)Service quality in banking: d…MANAGING SERVICE RECOVERY PROCESSES: THE ROLE OF CUSTOMER'S AGE / VARTOTOJŲ AMŽIAUS ĮTAKA PASLAUGŲ VERTINIMUI (2011)MANAGING SERVICE RECOVERY PRO…INTERCULTURAL COMPETENCE DEVELOPMENT IN EU BANKING SECTOR (2010)INTERCULTURAL COMPETENCE DEVE…Strategic Management and Marketing in the Service Sector (1984)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)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)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)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Specification Tests in Econometrics (1978)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Choosing the Right Words (1995)Helping Crisis Managers Protect Reputational Assets (2002)Building Understanding of the Domain of Consumer Vulnerability (2005)
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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
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992Advances in Consumer Research2,863 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 2000Customer satisfaction with services: putting perceived value into the equation1,832 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1993

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Expectations, Performance Evaluation, and Consumers' Perceptions of Quality
1,652 cited
  • 2002Service loyalty1,549 cited
  • Cited by

    • 2018Dilemmas of Reputation Risk Management: Theoretical Study25 cited
    • 2011MANAGING SERVICE RECOVERY PROCESSES: THE ROLE OF CUSTOMER'S AGE / VARTOTOJŲ AMŽIAUS ĮTAKA PASLAUGŲ VERTINIMUI16 cited
    • 2013Service quality in banking: developing and testing measurement instrument with Latvian sample data15 cited
    • 2016Employees’ Perceptions about Islamic Banking and its Growth Potential in Pakistan13 cited
    • 2010INTERCULTURAL COMPETENCE DEVELOPMENT IN EU BANKING SECTOR6 cited