-
1
-
-
27844459029
-
A comparison of service quality in the banking industry
-
Arasli, H., Katircioglu, S., & Mehtap-Smadi, S. (2005). A comparison of service quality in the banking industry. International Journal of Bank Marketing, 23, 508-526.
-
(2005)
International Journal of Bank Marketing
, vol.23
, pp. 508-526
-
-
Arasli, H.1
Katircioglu, S.2
Mehtap-Smadi, S.3
-
2
-
-
0034134862
-
A longitudinal analysis of satisfaction and profitability
-
Bernhardt, K., Donthu, N., & Kennett, P. (2000). A longitudinal analysis of satisfaction and profitability. Journal of Business Research, 47, 161-171.
-
(2000)
Journal of Business Research
, vol.47
, pp. 161-171
-
-
Bernhardt, K.1
Donthu, N.2
Kennett, P.3
-
3
-
-
21844492054
-
Evaluating service encounters: The effects of physical surroundings and employee responses
-
Bitner, M. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54, 95-106.
-
(1990)
Journal of Marketing
, vol.54
, pp. 95-106
-
-
Bitner, M.1
-
4
-
-
21844492054
-
Critical service encounters the employee's viewpoint
-
Bitner, M., Blooms, B., & Mohr, L. (1994). Critical service encounters the employee's viewpoint. Journal of Marketing, 58(4), 71-84.
-
(1994)
Journal of Marketing
, vol.58
, Issue.4
, pp. 71-84
-
-
Bitner, M.1
Blooms, B.2
Mohr, L.3
-
6
-
-
84990374582
-
Customer orientation: Effects on customer service perceptions and outcome behaviors
-
Brady, M., & Cronin, J. J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research, 3, 241-251.
-
(2001)
Journal of Service Research
, vol.3
, pp. 241-251
-
-
Brady, M.1
Cronin, J.J.2
-
8
-
-
0031493548
-
Service encounter dimensions: A dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel
-
Chandon, J., Leo, P., & Philippe, J. (1997). Service encounter dimensions: A dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel. International Journal of Service Industry Management, 8, 65-95.
-
(1997)
International Journal of Service Industry Management
, vol.8
, pp. 65-95
-
-
Chandon, J.1
Leo, P.2
Philippe, J.3
-
9
-
-
0002381637
-
Measuring service quality: A re-examination and extension
-
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(2), 55-68.
-
(1992)
Journal of Marketing
, vol.56
, Issue.2
, pp. 55-68
-
-
Cronin, J.J.1
Taylor, S.A.2
-
10
-
-
0007744069
-
SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality
-
Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125-131.
-
(1994)
Journal of Marketing
, vol.58
, Issue.1
, pp. 125-131
-
-
Cronin, J.J.1
Taylor, S.A.2
-
11
-
-
0012520279
-
Service encounters: An overview
-
In J. Czepiel, M. Solomon, C. Surprenant, & E. Gutman (Eds.), Lexington, MA: Lexington Books
-
Czepiel, J., Solomon, M., Surprenant, C., & Gutman, E. (1985). Service encounters: An overview. In J. Czepiel, M. Solomon, C. Surprenant, & E. Gutman (Eds.), The service encounter (pp. 3-15). Lexington, MA: Lexington Books.
-
(1985)
The Service Encounter
, pp. 3-15
-
-
Czepiel, J.1
Solomon, M.2
Surprenant, C.3
Gutman, E.4
-
12
-
-
33746627320
-
Service quality measurement and triadic interaction: A comparative analysis of stakeholder perspectives using TRIQUEST
-
Fallon, P., & Schofield, P. (2000). Service quality measurement and triadic interaction: A comparative analysis of stakeholder perspectives using TRIQUEST. Journal of Quality Assurance in Hospitality and Tourism, 1(3), 29-47.
-
(2000)
Journal of Quality Assurance in Hospitality and Tourism
, vol.1
, Issue.3
, pp. 29-47
-
-
Fallon, P.1
Schofield, P.2
-
15
-
-
85009552850
-
A pragmatic view of perceived service quality management
-
Hamer, L. (2003). A pragmatic view of perceived service quality management. Services Marketing Quarterly, 24(3), 29-42.
-
(2003)
Services Marketing Quarterly
, vol.24
, Issue.3
, pp. 29-42
-
-
Hamer, L.1
-
16
-
-
0030501311
-
The management of customer contact service employees: An empirical investigation
-
Hartline, M., & Ferrell, O. (1996). The management of customer contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70.
-
(1996)
Journal of Marketing
, vol.60
, Issue.4
, pp. 52-70
-
-
Hartline, M.1
Ferrell, O.2
-
17
-
-
84980356756
-
A study of tourists' satisfaction and post-experience behavioral intentions in relation to airport restaurant services in the Hong Kong SAR
-
Heung, V. (2003). A study of tourists' satisfaction and post-experience behavioral intentions in relation to airport restaurant services in the Hong Kong SAR. Journal of Travel & Tourism Marketing, 12(2/3), 111-135.
-
(2003)
Journal of Travel & Tourism Marketing
, vol.12
, Issue.2-3
, pp. 111-135
-
-
Heung, V.1
-
18
-
-
33744549342
-
Service provider job satisfaction and customer oriented performance
-
Hoffman, D., & Ingram, T. (1992). Service provider job satisfaction and customer oriented performance. Journal of Services Marketing, 6(2), 68-78.
-
(1992)
Journal of Services Marketing
, vol.6
, Issue.2
, pp. 68-78
-
-
Hoffman, D.1
Ingram, T.2
-
19
-
-
0037365597
-
Service orientation for contact employees in Korean casual-dining restaurants
-
Kim, H. J., McCahon, C., & Miller, J. (2003). Service orientation for contact employees in Korean casual-dining restaurants. International Journal of Hospital Management, 22, 67-83.
-
(2003)
International Journal of Hospital Management
, vol.22
, pp. 67-83
-
-
Kim, H.J.1
McCahon, C.2
Miller, J.3
-
20
-
-
48749089095
-
Predictors of relationship quality and relationship outcomes in luxury restaurants
-
Kim, W. G., Lee, Y. K., & Yoo, Y. J. (2006). Predictors of relationship quality and relationship outcomes in luxury restaurants. Journal of Hospitality & Tourism Research, 30, 143-169.
-
(2006)
Journal of Hospitality & Tourism Research
, vol.30
, pp. 143-169
-
-
Kim, W.G.1
Lee, Y.K.2
Yoo, Y.J.3
-
21
-
-
5944262851
-
Measuring service quality: A test-retest reliability investigation of SERVQUAL
-
Lam, S., & Woo, K. (1997). Measuring service quality: a test-retest reliability investigation of SERVQUAL. Journal of the Market Research Society, 39, 381-396.
-
(1997)
Journal of the Market Research Society
, vol.39
, pp. 381-396
-
-
Lam, S.1
Woo, K.2
-
23
-
-
33746827717
-
Measuring service quality in a medical setting in a developing country: The applicability of SERVQUAL
-
Lee, J. (2005). Measuring service quality in a medical setting in a developing country: The applicability of SERVQUAL. Services Marketing Quarterly, 27(2), 1-14.
-
(2005)
Services Marketing Quarterly
, vol.27
, Issue.2
, pp. 1-14
-
-
Lee, J.1
-
25
-
-
0011414377
-
Targeting service to your customer
-
Lewis, R., & Nightingale, M. (1991). Targeting service to your customer. The Cornell Hotel and Restaurant Administration Quarterly, 32(2), 18-27.
-
(1991)
The Cornell Hotel and Restaurant Administration Quarterly
, vol.32
, Issue.2
, pp. 18-27
-
-
Lewis, R.1
Nightingale, M.2
-
26
-
-
0002591824
-
Why marketing management needs to be different for services
-
In J. H. Donnelly & W. R. George (Eds.), Chicago: American Marketing Association
-
Lovelock, C. (1981). Why marketing management needs to be different for services. In J. H. Donnelly & W. R. George (Eds.), Marketing of services (pp. 72-76). Chicago: American Marketing Association.
-
(1981)
Marketing of Services
, pp. 72-76
-
-
Lovelock, C.1
-
27
-
-
1542500854
-
Understanding tomorrow's customers
-
Miller, C., & Swaddling, D. (2003). Understanding tomorrow's customers. Marketing Management, 12(5), 31-35.
-
(2003)
Marketing Management
, vol.12
, Issue.5
, pp. 31-35
-
-
Miller, C.1
Swaddling, D.2
-
28
-
-
0002854325
-
Perspectives on the technology of service operations
-
Mills, P., & Moberg, D. (1982). Perspectives on the technology of service operations. Academy of Management Review, 7, 467-478.
-
(1982)
Academy of Management Review
, vol.7
, pp. 467-478
-
-
Mills, P.1
Moberg, D.2
-
29
-
-
46749105136
-
Accounting for the joint effects of the servicescape and service exchange on consumers' satisfaction evaluations
-
Namasivayam, K., & Mattila, A. (2007). Accounting for the joint effects of the servicescape and service exchange on consumers' satisfaction evaluations. Journal of Hospitality & Tourism Research, 31, 3-18.
-
(2007)
Journal of Hospitality & Tourism Research
, vol.31
, pp. 3-18
-
-
Namasivayam, K.1
Mattila, A.2
-
30
-
-
68249119169
-
A field investigation of the mediating effects of perceived fairness on the relationship between perceived control and consumer satisfaction
-
Namasivayam, K. & Mount, D. J. (2006). A field investigation of the mediating effects of perceived fairness on the relationship between perceived control and consumer satisfaction. Journal of Hospitality & Tourism Research, 30, 494-506.
-
(2006)
Journal of Hospitality & Tourism Research
, vol.30
, pp. 494-506
-
-
Namasivayam, K.1
Mount, D.J.2
-
31
-
-
64049096814
-
Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions
-
Namkung, Y., & Jang, S. C. (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31, 387-409.
-
(2007)
Journal of Hospitality & Tourism Research
, vol.31
, pp. 387-409
-
-
Namkung, Y.1
Jang, S.C.2
-
32
-
-
0002408510
-
A conceptual model of service quality and its implications for future research
-
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 69(3), 41-50.
-
(1985)
Journal of Marketing
, vol.69
, Issue.3
, pp. 41-50
-
-
Parasuraman, A.1
Zeithaml, V.2
Berry, L.3
-
33
-
-
0001312089
-
SERVQAUAL: A multiple item scale for measuring consumer perceptions of service quality
-
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQAUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
-
(1988)
Journal of Retailing
, vol.64
, pp. 12-40
-
-
Parasuraman, A.1
Zeithaml, V.2
Berry, L.3
-
34
-
-
43849112991
-
The effect of environmental perceptions on behavioral intentions through emotions: The case of upscale restaurants
-
Ryu, K., & Jang, S. S. (2007). The effect of environmental perceptions on behavioral intentions through emotions: The case of upscale restaurants. Journal of Hospitality & Tourism Research, 31, 56-72.
-
(2007)
Journal of Hospitality & Tourism Research
, vol.31
, pp. 56-72
-
-
Ryu, K.1
Jang, S.S.2
-
36
-
-
1842809077
-
The service organization: Climate is crucial
-
Schneider, B. (1980). The service organization: climate is crucial. Organizational Dynamics, 9(2), 52-65.
-
(1980)
Organizational Dynamics
, vol.9
, Issue.2
, pp. 52-65
-
-
Schneider, B.1
-
37
-
-
0003383201
-
New service design, development and implementation and the employee
-
In W. George & C. Marshall (Eds.), Chicago: American Marketing Association
-
Schneider, B., & Bowen, D. (1984). New service design, development and implementation and the employee. In W. George & C. Marshall (Eds.), Developing new services (pp. 82-101). Chicago: American Marketing Association.
-
(1984)
Developing New Services
, pp. 82-101
-
-
Schneider, B.1
Bowen, D.2
-
38
-
-
0002705824
-
Breaking free from product marketing
-
Shostack, G. L. (1977). Breaking free from product marketing. Journal of Marketing, 41(2), 73-80.
-
(1977)
Journal of Marketing
, vol.41
, Issue.2
, pp. 73-80
-
-
Shostack, G.L.1
-
39
-
-
85032069426
-
Consumer comfort in service relationships: Measurement and importance
-
Spake, D., Beatty, S., Brockman, B., & Crutchfield, T. (2003). Consumer comfort in service relationships: Measurement and importance. Journal of Service Research, 5, 316-332.
-
(2003)
Journal of Service Research
, vol.5
, pp. 316-332
-
-
Spake, D.1
Beatty, S.2
Brockman, B.3
Crutchfield, T.4
-
40
-
-
1542719610
-
You're stopping me from giving quality service
-
Sparrow, J., & Wood, G. (1994). You're stopping me from giving quality service. International Journal of Contemporary Hospitality Management, 6(1/2), 61-67.
-
(1994)
International Journal of Contemporary Hospitality Management
, vol.6
, Issue.1-2
, pp. 61-67
-
-
Sparrow, J.1
Wood, G.2
-
41
-
-
58149323633
-
DINESERV: A tool for measuring service quality in restaurants
-
Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56-60.
-
(1995)
Cornell Hotel and Restaurant Administration Quarterly
, vol.36
, Issue.2
, pp. 56-60
-
-
Stevens, P.1
Knutson, B.2
Patton, M.3
-
43
-
-
17244375174
-
Expectations, performance evaluation, and consumers' perceptions of quality
-
Teas, R. K. (1993). Expectations, performance evaluation, and consumers' perceptions of quality. Journal of Marketing, 57(4), 18-34.
-
(1993)
Journal of Marketing
, vol.57
, Issue.4
, pp. 18-34
-
-
Teas, R.K.1
-
44
-
-
26844536853
-
Measurement of management issues in customer satisfaction research: Review, critique and research agenda: Part one
-
Yuksel, A., & Yuksel, F. (2001a). Measurement of management issues in customer satisfaction research: Review, critique and research agenda: Part one. Journal of Travel & Tourism Marketing, 10(4), 47-80.
-
(2001)
Journal of Travel & Tourism Marketing
, vol.10
, Issue.4
, pp. 47-80
-
-
Yuksel, A.1
Yuksel, F.2
-
45
-
-
26844536853
-
Measurement of management issues in customer satisfaction research: Review, critique and research agenda: Part two
-
Yuksel, A., & Yuksel, F. (2001b). Measurement of management issues in customer satisfaction research: Review, critique and research agenda: Part two. Journal of Travel & Tourism Marketing, 10(4), 81-111.
-
(2001)
Journal of Travel & Tourism Marketing
, vol.10
, Issue.4
, pp. 81-111
-
-
Yuksel, A.1
Yuksel, F.2
|