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Insights into Service Excellence
16 references·0 citing·35 second hop
Insights into Service Excellence (2007)Insights into Service ExcellenceSatisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The Role of Emotions in Service Encounters (2002)The Role of Emotions in Servi…Building Great Customer Experiences (2002)Building Great Customer Exper…The contribution of emotional satisfaction to consumer loyalty (2001)The contribution of emotional…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Emotions in service satisfaction (1997)Emotions in service satisfact…The determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice (1994)Encounter Satisfaction versus…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Five imperatives for improving service quality (1991)Five imperatives for improvin…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The key determinants of Internet banking service quality: a content analysis (2001)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Prospect theory: An analysis of decision under risk (1988)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)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)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
  • 1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice852 cited
  • 2002The Role of Emotions in Service Encounters810 cited
  • 1997Emotions in service satisfaction655 cited
  • 2001The contribution of emotional satisfaction to consumer loyalty647 cited
  • 2002

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Building Great Customer Experiences
568 cited
  • 1991Five imperatives for improving service quality521 cited
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