References

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• 1990Zero defections: quality comes to services.5,373 cited
• 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
• 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
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• 1990The profitable art of service recovery.1,447 cited
• 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
• 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
• 1990Relationship approach to marketing in service contexts: The marketing and organizational behavior interface1,327 cited