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Relationship between Dimensions of Internal Service Quality and the Nature of the Internal Service Encounter - A Study in the Healthcare Industry
16 references·0 citing·36 second hop
Relationship between Dimensions of Internal Service Quality and the Nature of the Internal Service Encounter - A Study in the Healthcare Industry (2009)Relationship between Dimensions of Intern…Organizations in Action (2017)Organizations in ActionService quality models: a review (2005)Service quality models: a rev…Service Businesses and Productivity* (2004)Service Businesses and Produc…INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation (2000)INTSERVQUAL – an internal ada…SERVICE TYPOLOGIES: A STATE OF THE ART SURVEY (1999)SERVICE TYPOLOGIES: A STATE O…The loyalty effect: The hidden force behind growth, profits, and lasting value (1996)The loyalty effect: The hidde…The Internal Service Encounter (1994)The Internal Service EncounterPutting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Towards a Classification of Service Processes (1992)Towards a Classification of S…UNDERSTANDING CUSTOMER EXPECTATION OF SERVICE (1991)UNDERSTANDING CUSTOMER EXPECT…Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level (1990)Internal marketing and organi…Development of a Taxonomy of Services to Gain Strategic Marketing Insights (1990)Development of a Taxonomy of …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Industrial Organization: Theory and Practice (1966)Industrial Organization: Theo…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Principles of Marketing (1972)ON GOODS AND SERVICES (1977)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Measuring Service Quality: A Reexamination and Extension (1992)An analysis of the e‐service literature: towards a research agenda (2006)Does higher education service quality effect student satisfaction, image and loyalty? (2016)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)Research in Organizational Behavior (1984)THE PEOPLE MAKE THE PLACE (1987)Communication and Control Processes in the Delivery of Service Quality (1988)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)A Generic Concept of Marketing (1972)The marketing of professional services (1972)Marketing Activities in the Service Industries (1974)Understanding Relationship Marketing Outcomes (2002)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Brave new world: service robots in the frontline (2018)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)Organizational Information Requirements, Media Richness and Structural Design (1986)The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)Developing relationships in business networks (1995)A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes. (2000)The Concept of Fit in Strategy Research: Towards Verbal and Statistical Correspondence (2018)The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)Customer satisfaction with services: putting perceived value into the equation (2000)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT (2005)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1994Putting the Service-Profit Chain to Work3,734 cited
  • 2017Organizations in Action2,356 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1966Industrial Organization: Theory and Practice2,031 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1991UNDERSTANDING CUSTOMER EXPECTATION OF SERVICE1,479 cited
  • 1996The loyalty effect: The hidden force behind growth, profits, and lasting value1,430 cited
  • 2005Service quality models: a review1,036 cited
  • 1990Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level635 cited
  • 1992Towards a Classification of Service Processes524 cited
  • 1990Development of a Taxonomy of Services to Gain Strategic Marketing Insights405 cited
  • 1999SERVICE TYPOLOGIES: A STATE OF THE ART SURVEY314 cited
  • 2000INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation247 cited
  • 2004Service Businesses and Productivity*230 cited

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1994
The Internal Service Encounter
222 cited

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