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Customer Efficiency
16 references·16 citing·40 second hopsampled
Customer Efficiency (2002)Customer EfficiencyDriving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy (2000)Driving Customer Equity: How …The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…Internet paradox: A social technology that reduces social involvement and psychological well-being? (1998)Internet paradox: A social te…Reducing Buyer Search Costs: Implications for Electronic Marketplaces (1997)Reducing Buyer Search Costs: …Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Customer Satisfaction, Produc…Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…Data Envelopment Analysis: Theory, Methodology, and Applications (1994)Data Envelopment Analysis: Th…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Consumer Behavior: Buying, Having and Being (1993)Consumer Behavior: Buying, Ha…Zero defections: quality comes to services. (1990)Zero defections: quality come…Delivering Quality Service (1990)Delivering Quality ServiceCustomer participation in service production and delivery. (1990)Customer participation in ser…Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses (1983)Product Quality, Cost Positio…Quality, productivity, and competitive position (1982)Quality, productivity, and co…Where does the customer fit in a service operation? (1979)Where does the customer fit i…Co‐creating value using customer training and education in a healthcare service design (2016)Co‐creating value using custo…Conceptualizing smart shopping with a smartphone: implications of the use of mobile devices for shopping productivity and value (2015)Conceptualizing smart shoppin…The Antecedents of Consumer Online Buying Impulsiveness on a Travel Website: Individual Internal Factor Perspectives (2012)The Antecedents of Consumer O…Customer Roles in Service Supply Chains and Opportunities for Innovation (2012)Customer Roles in Service Sup…Service Process Modularization (2011)Service Process ModularizationThe moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce (2010)The moderating roles of risk …Are Self‐Service Customers Satisfied or Stuck? (2010)Are Self‐Service Customers Sa…The importance of self‐service kiosks in developing consumers' retail patronage intentions (2009)The importance of self‐servic…The effects of service failures and recovery on customer loyalty in e‐services (2009)The effects of service failur…Service Coproduction with Information Stickiness and Incomplete Contracts: Implications for Consulting Services Design (2008)Service Coproduction with Inf…Toward a Conceptualization of Customer Productivity: The Customer's Perspective on Transforming Customer Labor into Customer Outcomes Using Technology-Based Self-Service Options (2007)Toward a Conceptualization of…The paradox of customer education (2007)The paradox of customer educa…Service Management—Academic Issues and Scholarly Reflections from Operations Management Researchers* (2007)Service Management—Academic I…Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking (2007)Customer Efficiency, Channel …Student satisfaction and quality of service in Italian universities (2006)Student satisfaction and qual…Are your customers good enough for your service business? (2002)Are your customers good enoug…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Quality, satisfaction and behavioral intentions (2000)The balanced scorecard : measures that drive performance (1992)Market Orientation: A Meta-Analytic Review and Assessment of its Antecedents and Impact on Performance (2005)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A Model of Sales. (1980)Electronic markets and electronic hierarchies (1987)Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior (2002)Building Effective Online Marketplaces with Institution-Based Trust (2004)Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research (2008)The Strength of Weak Ties (1973)The CES-D Scale (1977)Stress, social support, and the buffering hypothesis. (1985)A cognitive-behavioral model of pathological Internet use (2001)Internet Paradox Revisited (2002)Should We Trust Web-Based Studies? A Comparative Analysis of Six Preconceptions About Internet Questionnaires. (2004)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Handbook on Constructing Composite Indicators (2005)Efficiency decomposition in two-stage data envelopment analysis: An application to non-life insurance companies in Taiwan (2007)Data envelopment analysis (DEA) – Thirty years on (2008)Going to Extremes: Managing Service Encounters and Assessing Provider Performance (1995)Perceived e‐service quality (PeSQ) (2007)Mining Marketing Meaning from Online Chatter: Strategic Brand Analysis of Big Data Using Latent Dirichlet Allocation (2014)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Customer Experience Management in Retailing: Understanding the Buying Process (2009)How to SHIFT Consumer Behaviors to be More Sustainable: A Literature Review and Guiding Framework (2019)A THEORY OF QUALITY MANAGEMENT UNDERLYING THE DEMING MANAGEMENT METHOD (1994)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)On theory in operations management (1998)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1990Zero defections: quality comes to services.5,373 cited
  • 1998Internet paradox: A social technology that reduces social involvement and psychological well-being?4,792 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1994Data Envelopment Analysis: Theory, Methodology, and Applications2,873 cited
  • 1982Quality, productivity, and competitive position2,278 cited
  • 1997Reducing Buyer Search Costs: Implications for Electronic Marketplaces2,255 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1993Consumer Behavior: Buying, Having and Being1,744 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
  • 1990Delivering Quality Service1,326 cited
  • 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
  • 1983Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses911 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1990Customer participation in service production and delivery.

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759 cited
  • 2000Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy712 cited
  • Cited by

    • 2006Student satisfaction and quality of service in Italian universities300 cited
    • 2010The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce187 cited
    • 2007The paradox of customer education179 cited
    • 2012Customer Roles in Service Supply Chains and Opportunities for Innovation159 cited
    • 2007Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking133 cited
    • 2009The effects of service failures and recovery on customer loyalty in e‐services128 cited
    • 2007Service Management—Academic Issues and Scholarly Reflections from Operations Management Researchers*113 cited
    • 2012The Antecedents of Consumer Online Buying Impulsiveness on a Travel Website: Individual Internal Factor Perspectives112 cited
    • 2008Service Coproduction with Information Stickiness and Incomplete Contracts: Implications for Consulting Services Design85 cited
    • 2010Are Self‐Service Customers Satisfied or Stuck?84 cited
    • 2011Service Process Modularization82 cited
    • 2015Conceptualizing smart shopping with a smartphone: implications of the use of mobile devices for shopping productivity and value74 cited
    • 2009The importance of self‐service kiosks in developing consumers' retail patronage intentions74 cited
    • 2002Are your customers good enough for your service business?72 cited
    • 2016Co‐creating value using customer training and education in a healthcare service design69 cited
    • 2007Toward a Conceptualization of Customer Productivity: The Customer's Perspective on Transforming Customer Labor into Customer Outcomes Using Technology-Based Self-Service Options63 cited