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Interactions between Service Customers : Managing On-Site, Customer-to-Customer, Interactions for Service Advantage
16 references·3 citing·36 second hop
Interactions between Service Customers : Managing On-Site, Customer-to-Customer, Interactions for Service Advantage (2005)Interactions between Service Customers : …Research Methods for Business Students (2003)Research Methods for Business…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Qualitative inquiry and research design: choosing among five traditions. (1998)Qualitative inquiry and resea…Basics of qualitative research : techniques and procedures for developing grounded theory (1998)Basics of qualitative researc…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Zero defections: quality comes to services. (1990)Zero defections: quality come…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…Competitive Advantage: Creating and Sustaining Superior Performance (1985)Competitive Advantage: Creati…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Evolution of Cooperation (1981)The Evolution of CooperationFrame Analysis: An Essay on the Organization of Experience. (1975)Frame Analysis: An Essay on t…Information and Consumer Behavior (1970)Information and Consumer Beha…The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)The Discovery of Grounded The…The Presentation of Self in Everyday Life. (1956)The Presentation of Self in E…The critical incident technique. (1954)The critical incident techniq…A typology of customer-to-customer interaction and its implications for excellence in service provision (2017)A typology of customer-to-cus…Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services (2014)Managing Customer Participati…Wenn der Kunde mehr ist als Käufer und Nutzer — Motive kollaborativer Wertschöpfungsprozesse (2009)Wenn der Kunde mehr ist als K…Researching Lived Experience: Human Science for an Action Sensitive Pedagogy (1990)Narrative Inquiry: Experience and Story in Qualitative Research (1999)Using thematic analysis in psychology (2006)Document Analysis as a Qualitative Research Method (2009)Seeking Qualitative Rigor in Inductive Research (2012)Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)Framing Processes and Social Movements: An Overview and Assessment (2000)Users of the world, unite! The challenges and opportunities of Social Media (2009)Being and Nothingness (2022)The genetical evolution of social behaviour. I (1964)The Market for "Lemons": Quality Uncertainty and the Market Mechanism (1970)The Evolution of Reciprocal Altruism (1971)An Integrative Model Of Organizational Trust (1995)The need to belong: Desire for interpersonal attachments as a fundamental human motivation. (1995)Not So Different After All: A Cross-Discipline View Of Trust (1998)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Understanding Customer Experience Throughout the Customer Journey (2016)Survey response rate levels and trends in organizational research (2008)Determinants of sustainability reporting: a review of results, trends, theory, and opportunities in an expanding field of research (2013)Green supply chain management: A review and bibliometric analysis (2015)How Many Interviews Are Enough? (2005)A General Inductive Approach for Analyzing Qualitative Evaluation Data (2006)The Circular Economy – A new sustainability paradigm? (2016)Theory Building From Cases: Opportunities And Challenges (2007)THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE. (1995)Toward a New Conception of the Environment-Competitiveness Relationship (1995)Exploring internal stickiness: Impediments to the transfer of best practice within the firm (1996)
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References

  • 1968The Discovery of Grounded Theory: Strategies for Qualitative Research.46,361 cited
  • 1998Basics of qualitative research : techniques and procedures for developing grounded theory38,622 cited
  • 1956The Presentation of Self in Everyday Life.25,991 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1981The Evolution of Cooperation20,055 cited
  • 1998Qualitative inquiry and research design: choosing among five traditions.18,565 cited
  • 2003Research Methods for Business Students17,197 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1985Competitive Advantage: Creating and Sustaining Superior Performance14,723 cited
  • 1975Frame Analysis: An Essay on the Organization of Experience.11,892 cited
  • 1954The critical incident technique.8,184 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1970Information and Consumer Behavior5,796 cited
  • 1990Zero defections: quality comes to services.5,373 cited

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  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • Cited by

    • 2017A typology of customer-to-customer interaction and its implications for excellence in service provision19 cited
    • 2014Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services18 cited
    • 2009Wenn der Kunde mehr ist als Käufer und Nutzer — Motive kollaborativer Wertschöpfungsprozesse8 cited