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Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts
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Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts (2018)Redefining Touchpoints: An Integrated App…Customer journeys: a systematic literature review (2018)Customer journeys: a systemat…Improving service quality through customer journey analysis (2016)Improving service quality thr…Service Research Priorities in a Rapidly Changing Context (2015)Service Research Priorities i…The Service Delivery Network (SDN) (2013)The Service Delivery Network …Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting (2011)Multilevel Service Design: Fr…Encyclopedia of Case Study Research (2010)Encyclopedia of Case Study Re…Encyclopedia of case study research (2010)Encyclopedia of case study re…Service Design for Experience-Centric Services (2009)Service Design for Experience…Service Quality in Multichannel Services Employing Virtual Channels (2006)Service Quality in Multichann…Managing the Total Customer Experience (2002)Managing the Total Customer E…Process‐oriented measurement of service quality (1997)Process‐oriented measurement …Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Moments of Truth (1987)Moments of TruthDesigning services that deliver (1984)Designing services that deliv…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)Case Study Research: Design and Methods (1984)Case Study Research: Design and Methods (1991)Qualitative Data Analysis: An Expanded Sourcebook (1994)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)Customer experience management: toward implementing an evolving marketing concept (2015)Customer experience: fundamental premises and implications for research (2020)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)Constructing grounded theory : a practical guide through qualitative analysis (2006)Firm Resources and Sustained Competitive Advantage (1991)Evolving to a New Dominant Logic for Marketing (2003)Firm resources and sustained competitive advantage (2004)“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers (2017)Setting the future of digital and social media marketing research: Perspectives and research propositions (2020)An Investigation into the Determinants of Customer Satisfaction (1982)Classifying Services to Gain Strategic Marketing Insights (1983)A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)Consumers' Use of Persuasion Knowledge: The Effects of Accessibility and Cognitive Capacity on Perceptions of an Influence Agent (2000)Customer-Employee Rapport in Service Relationships (2000)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)Constructing positive identities in ableist workplaces: Disabled employees’ discursive practices engaging with the discourse of lower productivity (2016)Exploratory Research (2020)Towards a comprehensive understanding of digital transformation in government: Analysis of flexibility and enterprise architecture (2020)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Critical Service Encounters: The Employee's Viewpoint (1994)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Development of a Scale to Measure Memorable Tourism Experiences (2010)Exploring the relative lack of impact of research on ‘ability grouping’ in England: a discourse analytic account (2016)Preregistering qualitative research (2019)Online Education and the COVID-19 Outbreak: A Case Study of Online Teaching during Lockdown (2021)
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References

  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 2010Encyclopedia of case study research1,471 cited
  • 2015Service Research Priorities in a Rapidly Changing Context1,469 cited
  • 1984Designing services that deliver1,272 cited
  • 2010Encyclopedia of Case Study Research1,236 cited
  • 1987Predictability and Personalization in the Service Encounter1,135 cited
  • 2002Managing the Total Customer Experience1,061 cited
  • 2009Service Design for Experience-Centric Services961 cited
  • 2011Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting681 cited
  • 1987Moments of Truth614 cited
  • 2006Service Quality in Multichannel Services Employing Virtual Channels443 cited
  • 2018Customer journeys: a systematic literature review388 cited
  • 2013The Service Delivery Network (SDN)320 cited
  • 2016Improving service quality through customer journey analysis267 cited
  • 1997Process‐oriented measurement of service quality

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