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Viewpoint: a primer for inclusive service marketing theory
16 references·4 citing·53 second hop
Viewpoint: a primer for inclusive service marketing theory (2020)Viewpoint: a primer for inclusive service…Exploratory Factor Analysis: A Guide to Best Practice (2018)Exploratory Factor Analysis: …Service Research Priorities in a Rapidly Changing Context (2015)Service Research Priorities i…Universal Design: Creating Inclusive Environments (2012)Universal Design: Creating In…Transformative service research: An agenda for the future (2012)Transformative service resear…The New Politics of Disablement (2012)The New Politics of Disableme…Conceptualising value co-creation: A journey to the 1970s and back to the future (2012)Conceptualising value co-crea…An expanded servicescape perspective (2011)An expanded servicescape pers…Customer Experience Management in Retailing: Understanding the Buying Process (2009)Customer Experience Managemen…Building Understanding of the Domain of Consumer Vulnerability (2005)Building Understanding of the…The Social Model of Disability and the Disappearing Body: Towards a sociology of impairment (1997)The Social Model of Disabilit…Cultural Representation of Disabled People: Dustbins for Disavowal? (1994)Cultural Representation of Di…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …The Politics of Disablement (1990)The Politics of DisablementThe Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)The Experiential Aspects of C…The City and Self-Identity (1978)The City and Self-IdentityInclusive marketing: A review and research agenda (2025)Inclusive marketing: A review…Immersive Service: Characteristics, Challenges, and Pathways to Consumer Agency (2025)Immersive Service: Characteri…Inclusive servicescapes: the imperative of universal design principles (2024)Inclusive servicescapes: the …Customer churn analysis using feature optimization methods and tree-based classifiers (2024)Customer churn analysis using…The Theory of Buyer Behavior (1971)Structure and Functions of Fantasy (1974)An Information Processing Theory of Consumer Choice (1979)Consumer perceived value: The development of a multiple item scale (2001)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)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)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)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)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)Happiness is everything, or is it? 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References

  • 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun8,274 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1990The Politics of Disablement4,224 cited
  • 2018Exploratory Factor Analysis: A Guide to Best Practice2,209 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 2015Service Research Priorities in a Rapidly Changing Context1,469 cited
  • 1978The City and Self-Identity1,463 cited
  • 1997The Social Model of Disability and the Disappearing Body: Towards a sociology of impairment1,035 cited
  • 2012Transformative service research: An agenda for the future996 cited
  • 2009Customer Experience Management in Retailing: Understanding the Buying Process961 cited
  • 2005Building Understanding of the Domain of Consumer Vulnerability895 cited
  • 2012The New Politics of Disablement811 cited
  • 2011An expanded servicescape perspective599 cited
  • 1994Cultural Representation of Disabled People: Dustbins for Disavowal?589 cited
  • 2012Conceptualising value co-creation: A journey to the 1970s and back to the future501 cited

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  • 2012Universal Design: Creating Inclusive Environments476 cited
  • Cited by

    • 2024Inclusive servicescapes: the imperative of universal design principles24 cited
    • 2025Inclusive marketing: A review and research agenda15 cited
    • 2024Customer churn analysis using feature optimization methods and tree-based classifiers14 cited
    • 2025Immersive Service: Characteristics, Challenges, and Pathways to Consumer Agency9 cited