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Methods of Investigating Critical Incidents

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References

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2007Critical Incident Technique5,287 cited
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2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1991Asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis.2,387 cited
1996The value concept and relationship marketing2,180 cited
2000Adaptability in the workplace: Development of a taxonomy of adaptive performance.1,628 cited
1996The loyalty effect: The hidden force behind growth, profits, and lasting value1,430 cited
1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality1,185 cited
1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
1983Emerging perspectives on services marketing1,018 cited
2000Should We Delight the Customer?712 cited
1995Advances in Services Marketing and Management548 cited
1996The loyalty effect: the hidden force behind growth, profits, and lasting value

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526 cited

1995The nature of customer relationships in services437 cited

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