this work references cited by second hop· second hop is a sample of the most-cited connectionsReferences
- 1996The Behavioral Consequences of Service Quality12,400 cited
- 2016Understanding Customer Experience Throughout the Customer Journey6,834 cited
- 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
- 1995Market Orientation and the Learning Organization4,379 cited
- 1985Organizational Learning3,405 cited
- 2007The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs3,130 cited
- 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,763 cited
- 2002The C-OAR-SE procedure for scale development in marketing2,483 cited
- 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,229 cited
- 1997A Framework for Market-Based Organizational Learning: Linking Values, Knowledge, and Behavior1,698 cited
- 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
- 2010Expanding understanding of service exchange and value co-creation: a social construction approach1,436 cited
- 1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
- 1983Studies on anger and aggression: Implications for theories of emotion.1,280 cited
- 2002
Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work