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Exploring the quality of the service experience: A theoretical and empirical analysis
16 references·7 citing·35 second hop
Exploring the quality of the service experience: A theoretical and empirical analysis (1995)Exploring the quality of the service expe…River Magic: Extraordinary Experience and the Extended Service Encounter (1993)River Magic: Extraordinary Ex…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…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…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)The Experiential Aspects of C…Self-Concept in Consumer Behavior: A Critical Review (1982)Self-Concept in Consumer Beha…Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Hedonic Consumption: Emerging…Content Analysis in Consumer Research (1977)Content Analysis in Consumer …Tourists perceived crowding and destination attractiveness: The moderating effects of perceived risk and experience quality (2020)Tourists perceived crowding a…The Role of Empathy in the Service Experience (2019)The Role of Empathy in the Se…Destination attributes influencing Chinese travelers' perceptions of experience quality and intentions for island tourism: A case of Jeju Island (2018)Destination attributes influe…Investigating the Memorable Experiences of the Senior Travel Market: An Examination of the Reminiscence Bump (2011)Investigating the Memorable E…A model of destination competitiveness/sustainability: Brazilian perspectives (2010)A model of destination compet…The Conceptual Domain of Service Quality for Inpatient Nursing Services (2000)The Conceptual Domain of Serv…Into the Tourist's Mind: Understanding the Value of the Heritage Experience (1999)Into the Tourist's Mind: Unde…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)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)A Theory of Social Comparison Processes (1954)The Presentation of Self in Everyday Life. (1956)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Possessions and the Extended Self (1988)Dimensions of Brand Personality (1997)Dimensions of Brand Personality (1997)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Atmospherics as a Marketing Tool (1974)Customer Engagement (2011)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The Standard Edition of the Complete Psychological Works of Sigmund Freud (1953)Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)Advances in Consumer Research (2025)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)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun8,274 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,610 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1982Self-Concept in Consumer Behavior: A Critical Review3,659 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited

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1977
Content Analysis in Consumer Research
2,310 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • Cited by

    • 2010A model of destination competitiveness/sustainability: Brazilian perspectives198 cited
    • 2020Tourists perceived crowding and destination attractiveness: The moderating effects of perceived risk and experience quality184 cited
    • 2011Investigating the Memorable Experiences of the Senior Travel Market: An Examination of the Reminiscence Bump178 cited
    • 1999Into the Tourist's Mind: Understanding the Value of the Heritage Experience159 cited
    • 2018Destination attributes influencing Chinese travelers' perceptions of experience quality and intentions for island tourism: A case of Jeju Island151 cited
    • 2000The Conceptual Domain of Service Quality for Inpatient Nursing Services42 cited
    • 2019The Role of Empathy in the Service Experience29 cited