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Is empowerment really a contributory factor to service quality?
16 references·0 citing·31 second hop
Is empowerment really a contributory factor to service quality? (2008)Is empowerment really a contributory fact…Service Operations Management (2008)Service Operations ManagementCorridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)Corridors of Influence in the…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration (1994)The calculus of service quali…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Service Quality (1994)Service QualityQualitative Data Analysis: An Expanded Sourcebook (1994)Qualitative Data Analysis: An…An Expanded Sourcebook Qualitative Data Analysis (1994)An Expanded Sourcebook Qualit…Total Quality Management: The Route to Improving Performance (1993)Total Quality Management: The…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Service Breakthroughs: Changing the Rules of the Game (1990)Service Breakthroughs: Changi…Qualitative evaluation and research methods, 2nd ed. (1990)Qualitative evaluation and re…Qualitative evaluation and research methods (1990)Qualitative evaluation and re…Qualitative evaluation and research methods (1990)Qualitative evaluation and re…Delivering Quality Service (1990)Delivering Quality ServiceHow can service businesses survive and prosper? (1986)How can service businesses su…A Paradigm for Developing Better Measures of Marketing Constructs (1979)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)The Behavioral Consequences of Service Quality (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)Social Learning Theory. (1978)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer Knowledge Development: Antecedents and Impact on New Product Performance (2004)An Attitude-Behavior Model of Salespeople's Customer Orientation (2005)The impact of employee satisfaction on quality and profitability in high‐contact service industries (2008)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Three Approaches to Qualitative Content Analysis (2005)Using thematic analysis in psychology (2006)The qualitative content analysis process (2008)Qualitative content analysis in nursing research: concepts, procedures and measures to achieve trustworthiness (2003)Document Analysis as a Qualitative Research Method (2009)Whatever happened to qualitative description? (2000)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Building and testing theories of decision making by travellers (2004)The qualitative research interview (2006)Member Checking (2016)Purposive sampling: complex or simple? Research case examples (2020)
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References

  • 1994Qualitative Data Analysis: An Expanded Sourcebook48,401 cited
  • 1990Qualitative evaluation and research methods24,203 cited
  • 1990Qualitative evaluation and research methods17,943 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Qualitative evaluation and research methods, 2nd ed.8,420 cited
  • 1994An Expanded Sourcebook Qualitative Data Analysis3,518 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1990Delivering Quality Service1,326 cited
  • 2000Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees791 cited
  • 1986How can service businesses survive and prosper?740 cited
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  • 1990Service Breakthroughs: Changing the Rules of the Game460 cited
  • 1993Total Quality Management: The Route to Improving Performance442 cited
  • 2008Service Operations Management300 cited
  • 1994

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The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration
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