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Predictability and Personalization in the Service Encounter

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References

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1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
1984Strategic Management and Marketing in the Service Sector1,667 cited
1982An Investigation into the Determinants of Customer Satisfaction1,292 cited

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2006Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships1,050 cited
2001Logistics Service Quality as a Segment-Customized Process1,008 cited
1990Service encounters and service relationships: Implications for research930 cited
2002The relationship between service quality and customer satisfaction – a factor specific approach897 cited
1998Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction804 cited
1995Consumer Trade-Offs and the Evaluation of Services774 cited
1999Linking perceived service quality and service loyalty: a multi‐dimensional perspective

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767 cited

1997The impact of other customers on service experiences: A critical incident examination of “getting along”766 cited

2007A Marketing Approach to the Tourist Experience714 cited

2003Measuring the quality of relationships in consumer services: an empirical study708 cited

1995The role of employee effort in satisfaction with service transactions618 cited

2005The development of HEdPERF: a new measuring instrument of service quality for the higher education sector605 cited

2022Personalization in personalized marketing: Trends and ways forward592 cited

2002Determinants of trust in a service provider: the moderating role of length of relationship541 cited