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Re‐thinking the conceptualization of customer value and service quality within the service‐profit chain
16 references·16 citing·30 second hopsampled
Re‐thinking the conceptualization of customer value and service quality within the service‐profit chain (2006)Re‐thinking the conceptualization of cust…Return on Marketing: Using Customer Equity to Focus Marketing Strategy (2003)Return on Marketing: Using Cu…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…Customer value: The next source for competitive advantage (1997)Customer value: The next sour…The value concept and relationship marketing (1996)The value concept and relatio…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Zero defections: quality comes to services. (1990)Zero defections: quality come…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Out of the Crisis (1982)Out of the CrisisAn Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis (2021)E-Service Quality, Customer T…Extended service profit chain in telecom service industry in Oman – An empirical validation (2020)Extended service profit chain…Influence of Perceived Benefits and Risks on Consumers' Perceived Value in Online Shopping (2019)Influence of Perceived Benefi…Revealing business customers’ hidden value formation in service (2018)Revealing business customers’…Innovative decision support for IT service management (2016)Innovative decision support f…Moderating Role of Gender in the Relationship between Hotel Service Quality Dimensions and Tourist Satisfaction (2014)Moderating Role of Gender in …Design and blueprinting for total quality management implementation in service organisations (2014)Design and blueprinting for t…The Evaluation of the IT Service Quality Measurement Framework in Industry (2013)The Evaluation of the IT Serv…Applying Service Profit Chain model to the Korean restaurant industry (2013)Applying Service Profit Chain…Extending the IT service quality measurement framework through a systematic literature review (2012)Extending the IT service qual…Perceived value for customers in information sharing services (2011)Perceived value for customers…Internal‐market orientation: a misconceived aspect of marketing theory (2010)Internal‐market orientation: …Exploring Customer Value Formation: A Customer Dominant Logic Perspective (2010)Exploring Customer Value Form…Perceive Value as a Moderator on the Relationship between Service Quality Features and Customer Satisfaction (2009)Perceive Value as a Moderator…Measuring and prioritising value of mobile phone usage (2009)Measuring and prioritising va…Exploring the relationships among service quality features, perceived value and customer satisfaction (2009)Exploring the relationships a…Consumer perceived value: The development of a multiple item scale (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advances in Consumer Research (2025)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Role congruity theory of prejudice toward female leaders. (2002)Transformational, transactional, and laissez-faire leadership styles: A meta-analysis comparing women and men. (2003)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Measuring Service Quality: A Reexamination and Extension (1992)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Evolving to a New Dominant Logic for Marketing (2003)
this work references cited by second hop· second hop is a sample of the most-cited connections

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
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1982Out of the Crisis7,278 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 environments6,398 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1997Customer value: The next source for competitive advantage4,662 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1996The value concept and relationship marketing2,180 cited
  • 2003

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Return on Marketing: Using Customer Equity to Focus Marketing Strategy
2,149 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
  • Cited by

    • 2010Internal‐market orientation: a misconceived aspect of marketing theory86 cited
    • 2021E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis78 cited
    • 2014Moderating Role of Gender in the Relationship between Hotel Service Quality Dimensions and Tourist Satisfaction52 cited
    • 2009Exploring the relationships among service quality features, perceived value and customer satisfaction51 cited
    • 2013Applying Service Profit Chain model to the Korean restaurant industry49 cited
    • 2010Exploring Customer Value Formation: A Customer Dominant Logic Perspective47 cited
    • 2012Extending the IT service quality measurement framework through a systematic literature review47 cited
    • 2011Perceived value for customers in information sharing services43 cited
    • 2014Design and blueprinting for total quality management implementation in service organisations32 cited
    • 2013The Evaluation of the IT Service Quality Measurement Framework in Industry27 cited
    • 2020Extended service profit chain in telecom service industry in Oman – An empirical validation25 cited
    • 2009Measuring and prioritising value of mobile phone usage24 cited
    • 2018Revealing business customers’ hidden value formation in service24 cited
    • 2009Perceive Value as a Moderator on the Relationship between Service Quality Features and Customer Satisfaction22 cited
    • 2016Innovative decision support for IT service management20 cited
    • 2019Influence of Perceived Benefits and Risks on Consumers' Perceived Value in Online Shopping19 cited