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Process and Outcome Interdependency in Frontline Service Encounters

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1982Development and validation of a geriatric depression screening scale: A preliminary report15,029 cited
2003Evolving to a New Dominant Logic for Marketing14,777 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
2003Psychological Implications of Customer Participation in Co-Production1,495 cited
2001SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.1,391 cited
1983The 1982 Interpersonal Circle: A taxonomy for complementarity in human transactions.1,289 cited
1991Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience

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1,229 cited

1986Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness1,227 cited

1999Commercial Friendships: Service Provider-Client Relationships in Context1,200 cited

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