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Total customer service : the ultimate weapon
0 references·16 citing·53 second hopsampled
Total customer service : the ultimate weapon (1989)Total customer service : the ultimate wea…Sustainable Product-Service Systems: Between Strategic Design and Transition Studies (2013)Sustainable Product-Service S…Factors Affecting Employee Retention: A Comparative Analysis of two Organizations from Heavy Engineering Industry (2012)Factors Affecting Employee Re…A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management (2011)A Comprehensive Model Of Cust…A Customer Liberation Manifesto (2009)A Customer Liberation Manifes…Cognitive dissonance and the stability of service quality perceptions (2004)Cognitive dissonance and the …The influence of time on student perceptions of service quality (2003)The influence of time on stud…The customer's role in the service encounter: The effects of control and fairness (2003)The customer's role in the se…Measurement and Management Issues in Customer Satisfaction Research: Review, Critique and Research Agenda: Part Two (2001)Measurement and Management Is…Measurement and Management Issues in Customer Satisfaction Research: Review, Critique and Research Agenda: Part One (2001)Measurement and Management Is…Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective (1998)Intra-organisational Aspects …A dual perspective of customer orientation: a modification, extension and application of the SOCO scale (1997)A dual perspective of custome…A framework for managing customer expectations (1996)A framework for managing cust…Stock market reactions to customer service changes (1995)Stock market reactions to cus…Linking leadership behaviours to service performance: do managers make a difference (1995)Linking leadership behaviours…TQM in Continuous‐process Manufacturing: Dow‐Corning (Australia) Pty Ltd (1991)TQM in Continuous‐process Man…Targeting service to your customer (1991)Targeting service to your cus…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)EFFECTS OF HUMAN RESOURCE SYSTEMS ON MANUFACTURING PERFORMANCE AND TURNOVER. (1994)A Meta-Analysis of Antecedents and Correlates of Employee Turnover: Update, Moderator Tests, and Research Implications for the Next Millennium (2000)Effects of Talent Management on Employees Retention: The Mediate Effect of Organizational Trust (2014)Articulating the value of human resource planning (HRP) activities in augmenting organizational performance toward a sustained competitive firm (2020)The impact of job security, job satisfaction and job embeddedness on employee retention: an empirical investigation of Pakistan’s health-care industry (2021)A Theory of Cognitive Dissonance (1957)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Student Satisfaction and Service Quality: Any Differences in Demographic Factors? (2009)An empirical examination of the relationships between service quality, satisfaction and behavioral intentions in higher education setting (2012)A framework for measuring student and staff satisfaction with university campus facilities (2015)A Theory of Cognitive Dissonance (2017)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)The Behavioral Consequences of Service Quality (1996)Handbook of Self-Determination Research (2004)Hospitality and tourism marketing: recent developments in research and future directions (2004)The impact of service encounter quality in service evaluation: evidence from a business‐to‐business context (2010)Knowledge management in service encounters: impact on customers' satisfaction evaluations (2011)Coefficient Alpha and the Internal Structure of Tests (1951)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Achieving long‐term customer satisfaction through organizational culture (2007)Examining organizational climate in Greek hotels from a service quality perspective (2009)Intellectual Capital and Business Performance: What Structural Relationships Do They Have in Upper‐Upscale Hotels? (2012)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)A Service Quality Model and its Marketing Implications (1984)Zero defections: quality comes to services. (1990)Consequences of market orientation for customers and employees (2005)The effect of management commitment to service quality on frontline employees' affective and performance outcomes: an empirical investigation of the New Zealand public healthcare sector (2006)Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: a study of frontline employees in Turkey (2010)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Reflections on tourist satisfaction research: Past, present and future (2002)Postcards as affective image makers: An idle agent in destination marketing (2006)Relationships between Hofstede's cultural dimensions and tourist satisfaction: A cross-country cross-sample examination (2018)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)The influence of store image on customer satisfaction: a case study of a shoe store (2010)Driving markets: A typology and a seven-step approach (2020)Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage: Critical roles of service recovery behaviors (2022)The Economics of Information (1961)Using daily stock returns (1985)Measuring service quality: A hybrid methodology (1998)Assessing the economic worth of new product pre‐announcement signals: theory and empirical evidence (2001)A review of empirical research on dynamic competitive strategy (2009)Case Study Research: Design and Methods (1984)The Constitution of Society. Outline of the Theory of Structuration (1984)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)Evidencing the waste effect of Product-Service Systems (PSSs) (2017)Sustainable Business Models through Service Design (2017)Implementing circular economy strategies during product development (2022)Application of the Cognitive Dissonance Theory to the Service Industry (2011)The effects of anticipatory emotions on service satisfaction and behavioral intention (2014)The Effects of Social Influence and Cognitive Dissonance on Travel Purchase Decisions (2014)
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  • 2004Cognitive dissonance and the stability of service quality perceptions98 cited
  • 2012Factors Affecting Employee Retention: A Comparative Analysis of two Organizations from Heavy Engineering Industry95 cited
  • 2001Measurement and Management Issues in Customer Satisfaction Research: Review, Critique and Research Agenda: Part One91 cited
  • 1997A dual perspective of customer orientation: a modification, extension and application of the SOCO scale82 cited
  • 2003The customer's role in the service encounter: The effects of control and fairness74 cited
  • 1998Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective73 cited
  • 2003The influence of time on student perceptions of service quality64 cited
  • 1995Stock market reactions to customer service changes64 cited
  • 2013Sustainable Product-Service Systems: Between Strategic Design and Transition Studies53 cited
  • 1996A framework for managing customer expectations51 cited
  • 2009A Customer Liberation Manifesto43 cited
  • 1995Linking leadership behaviours to service performance: do managers make a difference42 cited
  • 2011A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management35 cited
  • 1991

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Targeting service to your customer
31 cited
  • 1991TQM in Continuous‐process Manufacturing: Dow‐Corning (Australia) Pty Ltd29 cited
  • 2001Measurement and Management Issues in Customer Satisfaction Research: Review, Critique and Research Agenda: Part Two28 cited