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Balance Theory Applied to Service Quality: A Focus on the Organization, Provider, and Consumer Triad
16 references·3 citing·36 second hop
Balance Theory Applied to Service Quality: A Focus on the Organization, Provider, and Consumer Triad (1997)Balance Theory Applied to Service Quality…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…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 …Zero defections: quality comes to services. (1990)Zero defections: quality come…The deming management method (1990)The deming management methodDelivering Quality Service (1990)Delivering Quality ServiceThe Empowerment Process: Integrating Theory and Practice (1988)The Empowerment Process: Inte…Social Ties and Word-of-Mouth Referral Behavior (1987)Social Ties and Word-of-Mouth…Employee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…Out of the Crisis (1982)Out of the CrisisNotes on the Concept of Commitment (1960)Notes on the Concept of Commi…The psychology of interpersonal relations. (1958)The psychology of interperson…The Psychology of Interpersonal Relations. (1958)The Psychology of Interperson…Bureaucratic Structure and Personality (1940)Bureaucratic Structure and Pe…Sharing economy–based service triads: Towards an integrated framework and a research agenda (2019)Sharing economy–based service…Customer orientation of frontline employees and organizational commitment (2014)Customer orientation of front…The service triad: modelling dialectic tensions in service encounters (2009)The service triad: modelling …A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)The Principles of Psychology (1891)The Strength of Weak Ties (1973)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)Handbook of Positive Psychology (2001)The Concept of Mind (2006)Principles Of Gestalt Psychology (2013)A Paradigm for Developing Better Measures of Marketing Constructs (1979)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)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)Generalized expectancies for internal versus external control of reinforcement. (1966)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Cognitive Elements of Empowerment: An "Interpretive" Model of Intrinsic Task Motivation (1990)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)Linking Empowering Leadership and Employee Creativity: The Influence of Psychological Empowerment, Intrinsic Motivation, and Creative Process Engagement (2010)Exchange and Power in Social Life (2017)Specification Tests in Econometrics (1978)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Role congruity theory of prejudice toward female leaders. (2002)Transformational, transactional, and laissez-faire leadership styles: A meta-analysis comparing women and men. (2003)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Anarchy is what states make of it: the social construction of power politics (1992)Social Theory of International Politics (1999)The Emergence and Development of Life Course Theory (2003)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)From Intentions to Actions: A Theory of Planned Behavior (1985)Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. (2000)
this work references cited by second hop

References

  • 1958The psychology of interpersonal relations.13,448 cited
  • 1958The Psychology of Interpersonal Relations.11,823 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1982Out of the Crisis7,278 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1988The Empowerment Process: Integrating Theory and Practice4,310 cited
  • 1960Notes on the Concept of Commitment3,959 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
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1987Social Ties and Word-of-Mouth Referral Behavior2,389 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 1940Bureaucratic Structure and Personality1,356 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
  • 1990Delivering Quality Service1,326 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 1990The deming management method1,052 cited
  • Cited by

    • 2019Sharing economy–based service triads: Towards an integrated framework and a research agenda43 cited
    • 2009The service triad: modelling dialectic tensions in service encounters39 cited
    • 2014Customer orientation of frontline employees and organizational commitment30 cited