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New aspects of research into service encounters and service quality

16 references·16 citing·38 second hopsampled

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References

1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1972Principles of Marketing5,587 cited
1995Developing relationships in business networks3,265 cited
2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1977Breaking Free from Product Marketing2,056 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
1996A measure of service quality for retail stores: Scale development and validation1,921 cited
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
1996SERVQUAL: review, critique, research agenda1,741 cited
1987Competing on the Eight Dimensions of Quality1,691 cited

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1984Strategic Management and Marketing in the Service Sector1,667 cited

Cited by

2016The role of social media during the pre-purchasing stage127 cited
2008Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction122 cited
2012Intercultural service encounters (ICSE): an extended framework and empirical validation111 cited
2013The paths from service quality dimensions to customer loyalty83 cited
2009Bridge over troubled water or long and winding road?72 cited
2017A review of service quality and service delivery70 cited
2018Understanding service quality: insights from the literature62 cited
2012Segmenting hotel clients by pricing variables and value for money41 cited
2011Critical success factors in gaining user customer satisfaction in outsourced IT services41 cited
2007Satisfaction and dissatisfaction in service encounters41 cited
2011Service worker appearance and the retail service encounter: the influence of gender and age38 cited
2009Investigating service quality dimensions in South African motor vehicle servicing33 cited
2011Perceived quality versus quality of processes: a meta concept of service quality measurement29 cited
2015Exploring customers’ zone of tolerance for B2B professional service quality27 cited
2018Service quality, customer satisfaction and loyalty in automobile maintenance services27 cited
2015Customers’ service quality perception in automotive repair26 cited