this work references cited by second hopReferences
- 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
- 2001On the dimensionality of organizational justice: A construct validation of a measure.5,743 cited
- 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
- 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
- 2000Fairness as a Constraint on Profit Seeking: Entitlements in the Market3,159 cited
- 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
- 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
- 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
- 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
- 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
- 1990The profitable art of service recovery.1,447 cited
- 1998Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement.1,433 cited
- 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
- 1997Customer voluntary performance: Customers as partners in service delivery1,325 cited
Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work