References

• 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
• 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
• 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
• 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
• 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
• 1987Predictability and Personalization in the Service Encounter1,135 cited
• 1993Tracking the evolution of the services marketing literature977 cited
• 1990Service encounters and service relationships: Implications for research930 cited
• 1995Going to Extremes: Managing Service Encounters and Assessing Provider Performance794 cited
• 2011Total Relationship Marketing728 cited
• 1994Quo Vadis, marketing? Toward a relationship marketing paradigm669 cited
• 1987Moments of Truth614 cited
• 1992Towards a Classification of Service Processes524 cited
• 1989Compatibility Management: Customer‐to‐Customer Relationships in Service Environments429 cited
• 1995Unacquainted influencers: When strangers interact in the retail setting