References

• 1954The critical incident technique.8,184 cited
• 2007Critical Incident Technique5,287 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
• 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
• 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
• 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
• 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
• 1989Reliability of Nominal Data Based on Qualitative Judgments1,575 cited
• 2000Technology Infusion in Service Encounters1,551 cited
• 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
• 1999Commercial Friendships: Service Provider-Client Relationships in Context1,200 cited
• 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
• 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited