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Customer service expectations in retail banking in Africa
16 references·0 citing·31 second hop
Customer service expectations in retail banking in Africa (2010)Customer service expectations in retail b…The One Number You Need to Grow (2004)The One Number You Need to Gr…The landscape of qualitative research : theories and issues (2003)The landscape of qualitative …Research Design: Qualitative and Quantitative Approaches (1996)Research Design: Qualitative …Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Practical Research: Planning and Design (1990)Practical Research: Planning …Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Specification Tests in Econometrics (1978)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Qualitative research: Methods in the social sciences (2006)Organizational culture and knowledge sharing: critical success factors (2007)QUALITATIVE RESEARCH METHODOLOGY IN SOCIAL SCIENCES AND RELATED SUBJECTS (2018)A Phenomenological Research Design Illustrated (2004)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)The Delphi Method for Graduate Research (2007)
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References

  • 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
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1990Practical Research: Planning and Design9,309 cited
  • 1996Research Design: Qualitative and Quantitative Approaches7,080 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 2003The landscape of qualitative research : theories and issues3,002 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited

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2004
The One Number You Need to Grow
2,034 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
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