Standout Papers
- Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)
- Services Marketing: Integrating Customer Focus Across the Firm (1996)
- Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)
- The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)
- Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)
- The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)
- Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)
Citation Impact
Citing Papers
The Management of Customer-Contact Service Employees: An Empirical Investigation
1996
Market Orientation: Antecedents and Consequences
1993 Standout
Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1
2012 Standout
Improving the Store Environment: Do Olfactory Cues Affect Evaluations and Behaviors?
1996
Consumer Trade-Offs and the Evaluation of Services
1995
Waiting for Service: The Relationship between Delays and Evaluations of Service
1994
Older Adults' Reasons for Using Technology while Aging in Place
2015 Standout
A conceptual framework for understanding e-service quality : implications for future research and managerial practice
2000
Use of mass media campaigns to change health behaviour
2010 Standout
The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions
1998
Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate.
2005 Standout
Negative Emotions in Marketing Research
1998
Measuring Service Quality: A Reexamination and Extension
1992 Standout
A Catastrophe Model for Developing Service Satisfaction Strategies
1992
Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
1994 Standout
The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges
1998
Understanding Relationship Marketing Outcomes
2002 Standout
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
2001
A Longitudinal Analysis of Satisfaction and Profitability
2000
Evolving to a New Dominant Logic for Marketing
2003 Standout
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
1999
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
1993 Standout
Optimizing Service Productivity
2011
Critical Incidents and the Impact of Satisfaction on Customer Share
2008
Buyer‐seller relationships: A conceptual model and empirical investigation
1994
Designing Multi-Interface Service Experiences
2008
Whence Consumer Loyalty?
1999 Standout
Understanding Customer Experience Throughout the Customer Journey
2016 Standout
Transformative service research: An agenda for the future
2012 Standout
Improving the Store Environment: Do Olfactory Cues Affect Evaluations and Behaviors?
1996
PLS-SEM: Indeed a Silver Bullet
2011 Standout
The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges
1998
Customer Experience Management in Retailing: Understanding the Buying Process
2009
The determinants of perceived service quality and its relationship with satisfaction
2000
The influence of consumer traits and demographics on intention to use retail self‐service checkouts
2010
Service Problems and Recovery Stratégies: An Experiment
2000
The Role of Relational Information Processes and Technology Use in Customer Relationship Management
2005 Standout
The impact of music on consumers' reactions to waiting for services
1997
Corporate social responsibility for sustainable service dominant logic
2010
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
2005
Evaluating intertwined effects in e-learning programs: A novel hybrid MCDM model based on factor analysis and DEMATEL
2006 Standout
Are There Universal Aspects in the Structure and Contents of Human Values?
1994 Standout
Consumer‐to‐Consumer Relationships: Satisfaction with Other Consumers' Public Behavior
1996
The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions
2002 Standout
Intentions to Use Mobile Services: Antecedents and Cross-Service Comparisons
2005
The role of perceived risk in the quality-value relationship: A study in a retail environment
1999
Moderating Role of Personal Characteristics in Forming Restaurant Customers' Behavioral Intentions: An Upscale Restaurant Setting
2007
Technology-driven service strategy
2017
The nomological net of perceived service quality
1997
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
2000 Standout
Distinguishing between service relationships and encounters.
1999
A TRIZ-Based Method for New Service Design
2005
An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors
2002
Consequences of Forcing Consumers to Use Technology-Based Self-Service
2008
The Behavioral Consequences of Service Quality
1996 Standout
The Loyal Traveler: Examining a Typology of Service Patronage
1997
The Future of Frontline Research
2016
A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go
2005
A Cup of Coffee With a Dash of Love
2007
The Role of Parent Brand Quality for Service Brand Extension Success
2010
The role of personalization in service encounters
1996
Building a new academic field—The case of services marketing
1993
eTailQ: dimensionalizing, measuring and predicting etail quality
2003 Standout
Managing consumer expectations of low‐margin, high‐volume services
1995
PERSPECTIVE: Older Adults' Adoption of Technology: An Integrated Approach to Identifying Determinants and Barriers
2014
Customer loyalty in e-commerce: an exploration of its antecedents and consequences
2002 Standout
Rationalizing service logic, or understanding services as experience?
2006
Customer Engagement
2011 Standout
Touch versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters
2014
Customer Switching Behavior in Service Industries: An Exploratory Study
1995 Standout
Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions
1996
Customer Experience Creation: Determinants, Dynamics and Management Strategies
2009 Standout
Customer delight: Foundations, findings, and managerial insight
1997
Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness
2014 Standout
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
1988 Standout
Market-Oriented Ethnography: Interpretation Building and Marketing Strategy Formulation
1994 Standout
An empirical examination of a model of perceived service quality and satisfaction
1996
Assessing regression-based importance weights for quality perceptions and satisfaction judgements in the presence of higher order and/orinteraction effects
1997
The Ecological Validity of Photographic Slides and Videotapes in Simulating the Service Setting
1992
Retailing hedonic consumption: A model of sales promotion of a leisure service
1996
Customer response to intangible and tangible service factors
1999
Why “service”?
2007
Information Asymmetry and Levels of Agency Relationships
1998 Standout
Antecedents to Customer Expectations for Service Recovery
1994
Getting Smart
2016
Impact of Participative Service Relationships on Quality, Satisfaction and Retention
1999
Market Orientation: Antecedents and Consequences
1993 Standout
A Comparison of Alternative Direct and Discrepancy Approaches to Measuring Quality of Performance at a Festival
1997
Excitement at the mall: Determinants and effects on shopping response
1998
Consumers’ emotional responses to service encounters
1995
Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments
2000
Customer-sales associate retail relationships
1996
An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
1994
Analytics for Customer Engagement
2010
Problems and Strategies in Services Marketing
1985 Standout
Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality
1996
Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price
2009
An examination of the effects of motivation and satisfaction on destination loyalty: a structural model
2003 Standout
The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service—The service encounter prospective
2007
Emotion work and job stressors and their effects on burnout
2001
Service Quality in Multichannel Services Employing Virtual Channels
2006
The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions
1998
Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination
1997
Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
1995
Personality, social comparison, consumption emotions, satisfaction, and behavioral intentions
2013
Marketing Actions and the Value of Customer Assets
2002
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
1988 Standout
Artificial Intelligence in Service
2018 Standout
The role of affect in consumer satisfaction judgments of credence-based services
1996
A Conceptual Model of Service Quality and Its Implications for Future Research
1985 Standout
Jaycustomer behavior: an exploration of types and motives in the hospitality industry
2004
Service Performance Gap
1999
Challenges and Opportunities in Multichannel Customer Management
2006
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
1993 Standout
Good and bad shopping vibes: Spending and patronage satisfaction
1996
Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider
2003
Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes
2003
The structure and determinants of consumer complaint intentions and behavior
1993
The Identity Salience Model of Relationship Marketing Success: The Case of Nonprofit Marketing
2003
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach
2001 Standout
How Firms Relate to Their Markets: An Empirical Examination of Contemporary Marketing Practices
2002
Quality, satisfaction and behavioral intentions
2000 Standout
Customer-Employee Rapport in Service Relationships
2000
The sex of the service provider: Does it influence perceptions of service quality?
1997
A model of consumer perceptions and store loyalty intentions for a supermarket retailer
1998
The Internet-of-Things: Review and research directions
2016
Customer benefits and company consequences of customer-salesperson relationships in retailing
1999
When Good Brands Do Bad
2004
The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development
1997
Exploring Service Sabotage
2002
The Consequences of Dysfunctional Customer Behavior
2003
Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry
1994
Atmospherics, Attitudes and Behaviour: Modelling the Impact of Designed Space
1994
Customer satisfaction, customer retention, and market share
1993
Co-creating brands: Diagnosing and designing the relationship experience
2008
Analyzing the Commitment-Loyalty Link in Service Contexts
1999
Customer Satisfaction and Word of Mouth
1998
A typology of retail failures and recoveries
1993
Consumer Cocreation in New Product Development
2010
Satisfiers and Dissatisfiers in the Online Environment
2008
Service quality and satisfaction perceptions: curvilinear and interaction effect
2004
Oral participation in retail service delivery: a comparison of the roles of contact personnel and customers
1996
Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style
2007
The Management of Customer-Contact Service Employees: An Empirical Investigation
1996
Customer Loyalty: Toward an Integrated Conceptual Framework
1994 Standout
Store atmosphere, mood and purchasing behavior
1997
The Consumer Retail Search Process: A Conceptual Model and Research Agenda
1995
Building Service Relationships: It's all about Promises
1995
Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures
2010
The Service Revolution and the Transformation of Marketing Science
2014
Interactive Services: A Framework, Synthesis and Research Directions
2009
The Predictive Validity of Alternative Approaches to Evaluating Quality of a Festival
1995
Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting
2007
Consumer Trust, Value, and Loyalty in Relational Exchanges
2002 Standout
Communality as a Dimension of Service Relationships
1996
Mitigating the effect of service encounters
1992
The Potential Hazard of Self-Service in Developing Customer Loyalty
2001
Job Burnout
2001 Standout
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
1998 Standout
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
1994 Standout
Atmospheric qualities of online retailing
2001
Frontline Employee Customer-Oriented Attitude in the Presence of Job Demands and Resources
2015
Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?
2002
Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions
2021 Standout
Relational Benefits in Services Industries: The Customer's Perspective
1998 Standout
Consumer satisfaction and perceived quality: Complementary or divergent constructs?
1994
River Magic: Extraordinary Experience and the Extended Service Encounter
1993 Standout
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
1999 Standout
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
1997
Preventive Interventions Addressing Underage Drinking: State of the Evidence and Steps Toward Public Health Impact
2008
Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”
2002 Standout
Works of Mary Jo Bitner being referenced
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
1990 Standout
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
1992 Standout
Critical Service Encounters: The Employee's Viewpoint
1994
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
1990
Mutual Understanding Between Customers and Employees in Service Encounters
1991
Critical Service Encounters: The Employee's Viewpoint
1994
The influence of technology anxiety on consumer use and experiences with self-service technologies
2003
Developing Effective Prevention Services for the Real World: A Prevention Service Development Model
2005
Organizational structure of values
1990
Marketing Strategies and Organizational Structures for Service Firms
1981
High Tech and High Touch
2012
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
1990 Standout
The evolution and discovery of services science in business schools
2006
The service imperative
2008
Implementing successful self-service technologies
2002
Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies
2005
Customer contributions and roles in service delivery
1997
Service Blueprinting: A Practical Technique for Service Innovation
2008
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
1992 Standout
Tracking the evolution of the services marketing literature
1993
Moving Forward and Making a Difference: Research Priorities for the Science of Service
2010
The role of employee effort in satisfaction with service transactions
1995
Marketing Services by Managing the Environment
1982
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
1990 Standout
Services Marketing: Integrating Customer Focus Across the Firm
1996 Standout
Service and technology: opportunities and paradoxes
2001
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
2000 Standout
The Development and Emergence of Services Marketing Thought
1994