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Mitigating the effect of service encounters
13 references·16 citing·41 second hop
Mitigating the effect of service encounters (1992)Mitigating the effect of service encounte…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)A Longitudinal Analysis of th…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Service encounters and service relationships: Implications for research (1990)Service encounters and servic…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry (1987)Effects of Relationship Marke…The Service encounter : managing employee/customer interaction in service businesses (1985)The Service encounter : manag…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process (1983)A Longitudinal Assessment of …Marketing Strategies and Organizational Structures for Service Firms (1981)Marketing Strategies and Orga…Designing satisfying service encounters: website versus store touchpoints (2021)Designing satisfying service …The effect of on‐the‐spot versus delayed compensation: the moderating role of failure severity (2012)The effect of on‐the‐spot ver…How Do We Keep Them Coming?: Examining Museum Experiences Using a Services Marketing Paradigm (2011)How Do We Keep Them Coming?: …Satisfaction in performing arts: the role of value? (2008)Satisfaction in performing ar…A proposed multi‐dimensional approach to evaluating service recovery (2007)A proposed multi‐dimensional …A model of buyer regret: Selected prepurchase and postpurchase antecedents with consequences for the brand and the channel (2007)A model of buyer regret: Sele…The moderating role of familiarity in rural tourism in Spain (2006)The moderating role of famili…Interactional service failures in a pseudorelationship: The role of organizational attributions (2006)Interactional service failure…Online Travel Service Quality: the Role of Pre-Transaction Services (2004)Online Travel Service Quality…Effects of Extrinsic Attributes on Perceived Quality, Customer Value, and Behavioral Intentions in B2B Settings: A Comparison Across Goods and Service Industries (2004)Effects of Extrinsic Attribut…A Mathematical Model of Service Failure and Recovery Strategies* (2004)A Mathematical Model of Servi…A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection (2003)A conceptualization of the re…Forming Service Relationships with Hotel Business Travelers: The Critical Attributes to Improve Retention (2000)Forming Service Relationships…THE MARKET SHARE IMPACT OF SERVICE FAILURES (1999)THE MARKET SHARE IMPACT OF SE…Inconsistent Performance during the Service Encounter (1999)Inconsistent Performance duri…Fixing service failures (1997)Fixing service failuresStrategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Developing Buyer-Seller Relationships (1987)The antecedents and consequences of trust in online-purchase decisions (2002)A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)Forty-five years of Journal of Business Research: A bibliometric analysis (2019)Relation of Consumers' Buying Habits to Marketing Methods (1923)Principles of Marketing (1972)Breaking Free from Product Marketing (1977)An empirical assessment of the SERVQUAL scale (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Designing conceptual articles: four approaches (2020)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)What Is Meant by Services? (1966)An Investigation into the Determinants of Customer Satisfaction (1982)Customer satisfaction, customer retention, and market share (1993)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Mind, Self, and Society (2015)Emerging perspectives on services marketing (1983)International marketing and purchasing of industrial goods (1984)The Sources and Consequences of Embeddedness for the Economic Performance of Organizations: The Network Effect (1996)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User- and Marketer-Generated Content (2013)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis (1993)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Consumers' Use of Persuasion Knowledge: The Effects of Accessibility and Cognitive Capacity on Perceptions of an Influence Agent (2000)Customer-Employee Rapport in Service Relationships (2000)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
  • 1987Predictability and Personalization in the Service Encounter1,135 cited
  • 1987Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry977 cited
  • 1990Service encounters and service relationships: Implications for research930 cited
  • 1983A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process876 cited
  • 1981Marketing Strategies and Organizational Structures for Service Firms763 cited
  • 1985The Service encounter : managing employee/customer interaction in service businesses503 cited

Cited by

  • 2003A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection

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263 cited
  • 2006The moderating role of familiarity in rural tourism in Spain135 cited
  • 2006Interactional service failures in a pseudorelationship: The role of organizational attributions118 cited
  • 2007A proposed multi‐dimensional approach to evaluating service recovery113 cited
  • 2004Effects of Extrinsic Attributes on Perceived Quality, Customer Value, and Behavioral Intentions in B2B Settings: A Comparison Across Goods and Service Industries101 cited
  • 2004A Mathematical Model of Service Failure and Recovery Strategies*101 cited
  • 1997Fixing service failures99 cited
  • 2008Satisfaction in performing arts: the role of value?86 cited
  • 2000Forming Service Relationships with Hotel Business Travelers: The Critical Attributes to Improve Retention76 cited
  • 2004Online Travel Service Quality: the Role of Pre-Transaction Services68 cited
  • 2011How Do We Keep Them Coming?: Examining Museum Experiences Using a Services Marketing Paradigm65 cited
  • 1999Inconsistent Performance during the Service Encounter63 cited
  • 2021Designing satisfying service encounters: website versus store touchpoints59 cited
  • 1999THE MARKET SHARE IMPACT OF SERVICE FAILURES58 cited
  • 2007A model of buyer regret: Selected prepurchase and postpurchase antecedents with consequences for the brand and the channel58 cited
  • 2012The effect of on‐the‐spot versus delayed compensation: the moderating role of failure severity56 cited