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A Comparison of Episode Performance and Relationship Performance for a Discrete Service
16 references·2 citing·26 second hop
A Comparison of Episode Performance and Relationship Performance for a Discrete Service (1995)A Comparison of Episode Performance and R…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…Service Quality: Insights and Managerial Implications from the Frontier (1994)Service Quality: Insights and…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Service management and marketing: managing the moments of truth in service competition (1990)Service management and market…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…International Marketing and Purchasing of Industrial Goods: An Interaction Approach (1982)International Marketing and P…Pricing: Making Profitable Decisions (1980)Pricing: Making Profitable De…Service quality, image and loyalty towards Malaysian hotels (2012)Service quality, image and lo…When buyers also sell: The implications of pricing policies for customer satisfaction (2002)When buyers also sell: The im…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)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)Specification Tests in Econometrics (1978)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)The Mechanism of Internationalisation (1990)The Commitment-Trust Theory of Relationship Marketing (1994)The Uppsala internationalization process model revisited: From liability of foreignness to liability of outsidership (2009)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)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)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1982International Marketing and Purchasing of Industrial Goods: An Interaction Approach1,943 cited
  • 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
  • 1980Pricing: Making Profitable Decisions1,780 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited

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1994
Service Quality: Insights and Managerial Implications from the Frontier
1,539 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
  • Cited by

    • 2012Service quality, image and loyalty towards Malaysian hotels34 cited
    • 2002When buyers also sell: The implications of pricing policies for customer satisfaction16 cited