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16 research outputs found

Selling services: a contingency model

Author: Berry L.L.
Buttle F.A.
Francis A. Buttle
Gamble J.W.
George W.R.
George W.R.
Heskett J.L.
Hymes D.
Sellers P.
Publication venue: 'Emerald'
Publication date
Field of study

Today's quality is tomorrow's reputation (and the following day's business success)

Author: Berry L.
Carr D.K.
Crosby P.
Deming W.E.
Feigenbaum A.V.
Gates B.
Goodman J.
Hammer M.
Heskett J.W.
Kordupleski R.
Moshe Sharabi
Sallis E.
Schneider B.
Tschohl J.
Welch J.
Zeithaml V.A.
Publication venue: 'Informa UK Limited'
Publication date
Field of study

The antecedents of employee commitment to customer service: evidence from a UK

Author: Abell P.
Arthur J.B.
Bowen D.
Buchanan B.
Coleman J.S.
Crosby P.B.
Dcan J.W.
Etzioni A.
Gambetta D.
Hammer W.C.
Heskett J.
Heskett J.
Hill S.
Hosmer L.T.
Latham G.P.
Lawler E.
Lincoln J.R.
Marini M.M.
Mathieu J.E.
Mowday R.T.
Patrice Rosenthal
Peters T.
Piore M.J.
Porter L.W.
Riccardo Peccei
Saxe R.
Waldman D.
Publication venue: 'Informa UK Limited'
Publication date
Field of study

Cross‐Functional Integration: Concept Clarification and Scale Development

Author: Andrea F.
Buffa E.S.
Cyert R.M.
Davenport T.H.
Ford R.C.
Forrester J.W.
Grant R.M.
Hair J.F.
Hayes A.F.
Hayes R.H.
Heskett J.L.
Hooper D.
McAllister D.J.
McCann J.
Merton R.K.
Mollenkopf D.A.
Oliver R.K.
Pawson R.
Sanders N.R.
Schwarz N.
Skinner W.
Speier C.
Stank T.P.
Starr M.K.
Stock J.R.
Tett G.
Thompson J.D.
Publication venue: 'Wiley'
Publication date
Field of study

Measuring customer value and satisfaction in services transactions, scale development, validation and cross-cultural comparison

Author: Anderson E.W.
Anderson E.W.
Bagozzi R.P.
Berry J.W.
Bollen K.A.
Brannon A.L.
Clawson C.J.
Connor M.
Gardner R.
Gelb G.
Gronroos C.
Gronroos C.
Heskett J.L.
Holbrook M.B.
Holbrook M.B.
Holbrook M.B.
Horn J.L.
Johnson M.D.
Johnson M.D.
Joreskog K.G.
Kim Y.K.
Long J.S.
Lovelock C.H.
Mentzer J.T.
Oliver R.L.
Reichheld F.F.
Rust R.T.
Steckel J.H.
Vershofen W.
Woodruff R.B.
Woodruff R.B.
Woodside A.G.
Zeithaml V.A.
Publication venue: 'Wiley'
Publication date
Field of study

Unlocking Sustained Business Value from it Investments

Relationship Marketing at the Service Encounter: the Case of Life Insurance

Author: Bennion F.A.R.
Berry
Birlcy S.
Blumberg D.F..
Calonius H.
Carlzon.
Channon D.F.
Chase R.B.
Christopher R.
Cottle D.
Cravens D.W.
Delozier M.W.
Education and Training
Fifield P.C.
Gronroos C.
Gummesson E.
Handy C.B.
Heskett J.L.
Jackson B.B.
Johnson E.M.
Johnson M.W.
Kerley J.W.
Kotler P.
Kotler P.
Levitt T.
Majaro S.
Majaro S.
Marketing Science Institute
Meidan A.
Morgan N.
Peters T.
Robert E. Morgan
Rothschild M.L.
Sanjay Chadha
Sisodia R.S.
Smith A.M.
Washburn S.A.
Watkins T.
Publication venue: 'Informa UK Limited'
Publication date
Field of study

The Impact of Perceived Organizational Support on Service Quality, Customer Satisfaction, and Customer Loyalty in the Health Care Service

Author: Allen D.G
Allen M.W
Allen M.W
Allen M.W
Anderson E.W
Andreassen T.W
Babakus E
Bansal H.S
Bohmer R.M
Boudreau J.W.
Bowen J
Boxall P
Chiaburu D.S
Cronin Jr J.J
Dean A.M
Eisenberger R.
Eisenberger R.
Evans W.R
Fornell C
Friesner D
Gronholdt L
Gronroos C
Hall J.A
Hallowell R
Hartline M.D
Hay J.M
Herzlinger R.E
Heskett J.L.
Homburg C
Meyer S.M
Mittal V
Nagar V
Parasuraman A
Power T
Purcell J
Rhoades L
Schneider B
Spreng R.A
Stank T.P
Sureshchanndar G.S.
Verhoef P.C
Wang M
Wayne S.J
Yee R.W
Zeithaml V.A.
Zifko B
정승환
Publication venue: 'Korea Service Management Society'
Publication date
Field of study

HRM Practices, Organizational Citizenship Behaviors, and Perceived Service Quality in Golf Courses

Understanding the ‘Service’ Component of Application Service Provision: An Empirical Analysis of Satisfaction with ASP Services

Author: A. Chaudhury
A. Parasuraman
A. Parasuraman
A.K. Smith
A.S. Bharadwaj
B. Caulfield
B. Ives
B. Kogut
B. Kogut
B. Raghunathan
B.H. Booms
C. Fornell
C. Fornell
C. Gronroos
C.E. Werts
C.V. Brown
D. Grewal
D. Kahneman
D. Kenny
D.A. Dillman
D.K. Tse
E. Rogers
E.C. Tolman
E.R. Cadotte
E.W. Anderson
E.W. Anderson
F.W. McFarlan
G. Peeters
G.A. Churchill
G.B. Voss
H.L. Lee
J. Clemmer
J. Cross
J. Cross
J. Howard
J. Mears
J.-N. Lee
J.B. Barney
J.C. Anderson
J.C. Anderson
J.C. Anderson
J.C. Nunnally
J.E. Russo
J.E. Swan
J.E. Swan
J.J. Baroudi
J.J. Cronin Jr.
J.L. Heskett
J.R. Borck
J.T. Mahoney
J.T.C. Teng
J.W. Alba
J.W. Thibaut
K. Keller
L. Downes
L. Hu
L. Loh
L. Poppo
L. Shostack
L.G. Tornatzky
L.R. Tucker
L.W. Phillips
M. Broadbent
M. Vizard
M.C. Lacity
M.C. Lacity
M.J. Bitner
M.J. Bitner
M.J. Bitner
M.S. Krishnan
M.W. Brown
N.H. Kapadia
O.D. Duncan
P.A. Dabholkar
P.C. Wilton
P.M. Bentler
R. Cooper
R. Pieters
R. Spreng
R. Thaler
R.A. Peterson
R.A. Westbrook
R.A. Westbrook
R.B. Woodruff
R.K. Teas
R.L. Oliver
R.L. Oliver
R.L. Oliver
R.L. Oliver
R.L. Oliver
R.L. Oliver
R.L. Oliver
R.L. Oliver
R.L. Oliver
R.M. Bessom
R.N. Bolton
R.N. Bolton
R.P. Bagozzi
R.T. Rust
R.T. Rust
R.W. Olashavsky
S. Balakrishnan
S. Kekre
S. Nidumolu
S. Shavell
S. Taylor
S.F. Gardial
S.F. Gardial
S.J. Jarvenpaa
S.V. Rathnam Mahajan
S.W. Brown
T. Ravichandran
T.A. Oliva
T.A. Oliva
T.A. Shimp
T.W. Anderson
V. Grover
V. Grover
V. Mittal
V. Sambamurthy
V.A. Zeithaml
V.S. Folkes
W. Boulding
W.B. Richmond
W.H. DeLone
W.O. Bearden
Publication venue: 'Springer Science and Business Media LLC'
Publication date: 01/01/2006
Field of study

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