Citation map · Study

SZodixStudyAcademic Library

Dashboard Shelves Open access My library Inbox Notes Write Learn Alerts

More

Ask your library Notifications Quick cite Review

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Outcomes of service encounter quality in a business-to-business context

16 references·16 citing·34 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives108,592 cited
1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
2008Qualitative Data Analysis17,372 cited
1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
2003Evolving to a New Dominant Logic for Marketing14,777 cited
1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1986Qualitative Data Analysis: A Sourcebook of New Methods10,315 cited
1979The measurement of organizational commitment8,817 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

6,398 cited

2010Satisfaction: a behavioral perspective on the consumer6,042 cited

Cited by

2015An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context96 cited
2017The Importance of Ethics in Branding: Mediating Effects of Ethical Branding on Company Reputation and Brand Loyalty89 cited
2011Brand equity in the professional service context: Analyzing the impact of employee role behavior and customer–employee rapport78 cited
2010The impact of service encounter quality in service evaluation: evidence from a business‐to‐business context69 cited
2018A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong69 cited
2012The Relationships among Internal Marketing, Job Satisfaction, Relationship Marketing, Customer Orientation, and Organizational Performance: An Empirical Study of TFT‐LCD Companies in Taiwan61 cited
2018Exploring Signaling Roles of Service Providers' Reputation and Competence in Influencing Perceptions of Service Quality and Outsourcing Intentions60 cited
2009Service quality and satisfaction in business‐to‐business services60 cited
2011Effects of retail employees' behaviours on customers' service evaluation58 cited
2015THE NORDIC SCHOOL - SERVICE MARKETING AND MANAGEMENT FOR THE FUTURE53 cited
2015Brand equity, satisfaction, and switching costs48 cited
2020Reimagining customer service through journey mapping and measurement37 cited
2022In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?37 cited
2010Antecedents of internet shopping intentions and the moderating effects of substitutability35 cited
2016Managing business-to-business relationships under conditions of employee attrition: A transparency approach35 cited
2015Service Engineering: An Interdisciplinary Framework33 cited