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Why great service is difficult to achieve: insights from theory and practice
16 references·2 citing·46 second hop
Why great service is difficult to achieve: insights from theory and practice (2023)Why great service is difficult to achieve…Designing conceptual articles: four approaches (2020)Designing conceptual articles…A Framework for Conceptual Contributions in Marketing (2011)A Framework for Conceptual Co…Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Customer Experience Creation:…On value and value co-creation: A service systems and service logic perspective (2008)On value and value co-creatio…Knowledge for Theory and Practice (2006)Knowledge for Theory and Prac…Consumer Culture Theory (CCT): Twenty Years of Research (2005)Consumer Culture Theory (CCT)…Co-creation experiences: The next practice in value creation (2004)Co-creation experiences: The …Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)Emotional regulation in the w…Tit for Tat? The Spiraling Effect of Incivility in the Workplace (1999)Tit for Tat? The Spiraling Ef…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Antecedents to Customer Expectations for Service Recovery (1994)Antecedents to Customer Expec…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Modeling customer choice behavior in hotel blind-box consumption (2025)Modeling customer choice beha…The role of employee loyalty in online reputation: evidence from tourism and hospitality sector (2023)The role of employee loyalty …Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)The Presentation of Self in Everyday Life. (1956)Assessing coping strategies: A theoretically based approach. (1989)Emotional Labor and Burnout: Comparing Two Perspectives of “People Work” (2002)WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY. (2003)The dimensionality and antecedents of emotional labor strategies (2004)From value chain to value constellation: designing interactive strategy. (1993)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Evolving to a New Dominant Logic for Marketing (2003)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy (2023)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)The experience economy: work is theatre & every business a stage (1999)Co‐creating unique value with customers (2004)Managing the co-creation of value (2007)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Customer Engagement (2011)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Trust and TAM in Online Shopping: An Integrated Model1 (2003)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Understanding Customer Experience Throughout the Customer Journey (2016)The Norm of Reciprocity: A Preliminary Statement (1960)Research in Organizational Behavior. (1986)Politeness : Some Universals in Language Usage (1987)Incivility in the workplace: Incidence and impact. (2001)Knowledge hiding in organizations (2011)Social Exchange Theory: A Critical Review with Theoretical Remedies (2017)Possessions and the Extended Self (1988)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)The Interpretation of Cultures (2017)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)
this work references cited by second hop

References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2004Co-creation experiences: The next practice in value creation6,502 cited
  • 2005Consumer Culture Theory (CCT): Twenty Years of Research3,671 cited
  • 2000Emotional regulation in the workplace: A new way to conceptualize emotional labor.3,497 cited
  • 1999Tit for Tat? The Spiraling Effect of Incivility in the Workplace3,267 cited
  • 2008On value and value co-creation: A service systems and service logic perspective3,154 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • 2020Designing conceptual articles: four approaches2,209 cited
  • 2006Knowledge for Theory and Practice1,665 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
  • 2011A Framework for Conceptual Contributions in Marketing

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1,538 cited
  • 1994Antecedents to Customer Expectations for Service Recovery673 cited
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    • 2023The role of employee loyalty in online reputation: evidence from tourism and hospitality sector19 cited
    • 2025Modeling customer choice behavior in hotel blind-box consumption7 cited