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Relational Benefits in Services Industries: The Customer's Perspective · Study

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Relational Benefits in Services Industries: The Customer's Perspective

Kevin P. Gwinner, Dwayne D. Gremler, Mary Jo Bitner

1998-04-01articleJournal of the Academy of Marketing Science2,347 citationsclosed

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Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Service and Product Innovation

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 2,347 citations exist upstream.

References

1992Basics of Qualitative Research: Grounded Theory Procedures and Techniques.

1994The Commitment-Trust Theory of Relationship Marketing

1985A Conceptual Model of Service Quality and Its Implications for Future Research

1991Scale Development : Theory and Applications

1989The Practice of Social Research

1996The Behavioral Consequences of Service Quality

1990Zero defections: quality comes to services.

1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Cited by

2002Understanding Relationship Marketing Outcomes

2001Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration

2000Customer satisfaction with services: putting perceived value into the equation

2005Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies

2000Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments

2002Understanding Service Convenience

2000Switching barriers and repurchase intentions in services

2004The four levels of loyalty and the pivotal role of trust: a study of online service dynamics

Details

Year1998

Typearticle

VenueJournal of the Academy of Marketing Science

Languageen

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Identifiers

doi10.1177/0092070398262002

openalex_workW2097829847

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