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Quality improvement initiatives based on customer and service provider perspectives in shopping malls
16 references·1 citing·43 second hop
Quality improvement initiatives based on customer and service provider perspectives in shopping malls (2018)Quality improvement initiatives based on …Modeling service encounters and customer experiential value in retailing (2007)Modeling service encounters a…The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores (2003)The effects of wait expectati…Perceived Retail Crowding and Shopping Satisfaction: What Modifies This Relationship? (2000)Perceived Retail Crowding and…Entertaining Shopping Experiences: An Exploratory Investigation (1999)Entertaining Shopping Experie…Excitement at the mall: Determinants and effects on shopping response (1998)Excitement at the mall: Deter…Determination of an optimal set of design requirements using house of quality (1998)Determination of an optimal s…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Shopping center image, consideration, and choice: Anchor store contribution (1996)Shopping center image, consid…Human versus spatial dimensions of crowding perceptions in retail environments: A note on their measurement and effect on shopper satisfaction (1994)Human versus spatial dimensio…ON HOW TO PRIORITIZE DESIGN REQUIREMENTS DURING THE QFD PLANNING PROCESS (1993)ON HOW TO PRIORITIZE DESIGN R…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Patterns of Communication Among Marketing, Engineering and Manufacturing—A Comparison Between Two New Product Teams (1992)Patterns of Communication Amo…Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience (1991)Perceived Control and the Eff…Quality Function Deployment : Integrating Customer Requirements into Product Design (1990)Quality Function Deployment :…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Theory of Psychological Reactance (1968)A Theory of Psychological Rea…Six sigma project prioritization and selection: a multi-criteria decision making approach in healthcare industry (2020)Six sigma project prioritizat…A circumplex model of affect. (1980)The Framing of Decisions and the Psychology of Choice (1981)Mall atmospherics: the interaction effects of the mall environment on shopping behavior (2004)Perceived retail crowding and shopping satisfaction: the role of shopping values (2004)Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study (2008)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Setting the tone with the tune: A meta-analytic review of the effects of background music in retail settings (2006)Aesthetics and the online shopping environment: Understanding consumer responses (2010)Understanding the Influence of Cues from Other Customers in the Service Experience: A Scale Development and Validation (2012)The Varieties of Consumption Experience: Comparing Two Typologies of Emotion in Consumer Behavior (1986)The service experience in tourism (1996)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)Marketing through Instagram influencers: the impact of number of followers and product divergence on brand attitude (2017)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Experimental and Quasi-Experimental Designs for Research (1963)The House of Quality (1988)Strategic Orientation of the Firm and New Product Performance (1997)What Makes Teams Work: Group Effectiveness Research from the Shop Floor to the Executive Suite (1997)Work Groups, Structural Diversity, and Knowledge Sharing in a Global Organization (2004)Quality function deployment (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)Normative Influences on Altruism (1977)Men, masculinity, and the contexts of help seeking. (2003)Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies (2012)Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes (2006)Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants (2008)Customer Experience Management in Retailing: Understanding the Buying Process (2009)Customer satisfaction, customer retention, and market share (1993)THE LAST PLANNER SYSTEM OF PRODUCTION CONTROL (2000)Quality function deployment: A literature review (2002)
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References

  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1968A Theory of Psychological Reactance4,758 cited
  • 1990Quality Function Deployment : Integrating Customer Requirements into Product Design1,680 cited
  • 1991Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience1,229 cited
  • 1998Excitement at the mall: Determinants and effects on shopping response1,039 cited
  • 2003The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores625 cited
  • 1992Patterns of Communication Among Marketing, Engineering and Manufacturing—A Comparison Between Two New Product Teams560 cited
  • 2000Perceived Retail Crowding and Shopping Satisfaction: What Modifies This Relationship?498 cited
  • 1993ON HOW TO PRIORITIZE DESIGN REQUIREMENTS DURING THE QFD PLANNING PROCESS370 cited
  • 1994Human versus spatial dimensions of crowding perceptions in retail environments: A note on their measurement and effect on shopper satisfaction305 cited
  • 1999Entertaining Shopping Experiences: An Exploratory Investigation304 cited
  • 2007Modeling service encounters and customer experiential value in retailing

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284 cited
  • 1996Shopping center image, consideration, and choice: Anchor store contribution282 cited
  • 1998Determination of an optimal set of design requirements using house of quality274 cited
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    • 2020Six sigma project prioritization and selection: a multi-criteria decision making approach in healthcare industry32 cited