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Return on Service Amenities

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References

1966A New Approach to Consumer Theory8,466 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1993Customer satisfaction, customer retention, and market share2,151 cited
2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
2004Measuring Marketing Productivity: Current Knowledge and Future Directions1,114 cited
1999Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing986 cited
2006Customer Metrics and Their Impact on Financial Performance916 cited
2004Valuing Customers848 cited
2005Feature Fatigue: When Product Capabilities Become Too Much of a Good Thing707 cited
2014The Service Revolution and the Transformation of Marketing Science576 cited
2001The Effect of Novel Attributes on Product Evaluation501 cited
2003Beyond Adoption: Development and Application of a Use-Diffusion Model452 cited

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1994

Meaningful Brands from Meaningless Differentiation: The Dependence on Irrelevant Attributes

445 cited

2005Service innovation and customer choices in the hospitality industry345 cited

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2019THE ROLE OF FREE WIRELESS FIDELITY (WI-FI) SERVICE, FOOD QUALITY, AND SERVICESCAPE TOWARD CUSTOMER SATISFACTION9 cited