Pub Date : 1900-01-01DOI: 10.1016/S1067-5671(95)04020-X
Lois A. Mohr, M. J. Bitner
{"title":"Process factors in service delivery: What employee effort means to customers","authors":"Lois A. Mohr, M. J. Bitner","doi":"10.1016/S1067-5671(95)04020-X","DOIUrl":"https://doi.org/10.1016/S1067-5671(95)04020-X","url":null,"abstract":"","PeriodicalId":271047,"journal":{"name":"Advances in Services Marketing and Management","volume":"296 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116265327","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.1016/S1067-5671(97)06017-4
D. Ruyter, J. Lemmink, Martin Wetzels, J. Mattsson
{"title":"Carry-over effects in the formation of satisfaction: the role of value in a hotel service delivery process","authors":"D. Ruyter, J. Lemmink, Martin Wetzels, J. Mattsson","doi":"10.1016/S1067-5671(97)06017-4","DOIUrl":"https://doi.org/10.1016/S1067-5671(97)06017-4","url":null,"abstract":"","PeriodicalId":271047,"journal":{"name":"Advances in Services Marketing and Management","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125566729","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.1016/S1067-5671(94)03018-9
R. Humphrey, Blake E. Ashforth
{"title":"Cognitive scripts and prototypes in service encounters","authors":"R. Humphrey, Blake E. Ashforth","doi":"10.1016/S1067-5671(94)03018-9","DOIUrl":"https://doi.org/10.1016/S1067-5671(94)03018-9","url":null,"abstract":"","PeriodicalId":271047,"journal":{"name":"Advances in Services Marketing and Management","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129764268","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.1016/S1067-5671(94)03013-8
D. Iacobucci, K. Grayson, Amy L. Ostrom
{"title":"The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration: Volume 3","authors":"D. Iacobucci, K. Grayson, Amy L. Ostrom","doi":"10.1016/S1067-5671(94)03013-8","DOIUrl":"https://doi.org/10.1016/S1067-5671(94)03013-8","url":null,"abstract":"","PeriodicalId":271047,"journal":{"name":"Advances in Services Marketing and Management","volume":"185 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124239223","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.1016/S1067-5671(94)03014-6
I. Ahmed, A. Parasuraman
{"title":"Environmental and positional antecedents of management commitment to service quality: A conceptual framework","authors":"I. Ahmed, A. Parasuraman","doi":"10.1016/S1067-5671(94)03014-6","DOIUrl":"https://doi.org/10.1016/S1067-5671(94)03014-6","url":null,"abstract":"","PeriodicalId":271047,"journal":{"name":"Advances in Services Marketing and Management","volume":"46 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130989639","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.1016/S1067-5671(95)04024-2
Ruth N. Bolton, J. Drew
{"title":"Factors influencing customers´ assessments of service quality and their invocation of a service warranty","authors":"Ruth N. Bolton, J. Drew","doi":"10.1016/S1067-5671(95)04024-2","DOIUrl":"https://doi.org/10.1016/S1067-5671(95)04024-2","url":null,"abstract":"","PeriodicalId":271047,"journal":{"name":"Advances in Services Marketing and Management","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129618967","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.1016/S1067-5671(96)05049-4
D. Iacobucci, Amy L. Ostrom, Bridgette M. Braig, Alexa Bezjian-Avery
{"title":"A canonical model of consumer evaluations and theoretical bases of expectations","authors":"D. Iacobucci, Amy L. Ostrom, Bridgette M. Braig, Alexa Bezjian-Avery","doi":"10.1016/S1067-5671(96)05049-4","DOIUrl":"https://doi.org/10.1016/S1067-5671(96)05049-4","url":null,"abstract":"","PeriodicalId":271047,"journal":{"name":"Advances in Services Marketing and Management","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129424437","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.1016/S1067-5671(95)04021-8
J. Drew, Ruth N. Bolton
{"title":"Linking customer intelligence to service operations: Exploiting the connection at GTE","authors":"J. Drew, Ruth N. Bolton","doi":"10.1016/S1067-5671(95)04021-8","DOIUrl":"https://doi.org/10.1016/S1067-5671(95)04021-8","url":null,"abstract":"","PeriodicalId":271047,"journal":{"name":"Advances in Services Marketing and Management","volume":"108 46","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"113944877","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.1016/S1067-5671(94)03017-0
William E. Youngdahl, Deborah L. Kellogg
{"title":"Customer costs of service quality: A critical incident study","authors":"William E. Youngdahl, Deborah L. Kellogg","doi":"10.1016/S1067-5671(94)03017-0","DOIUrl":"https://doi.org/10.1016/S1067-5671(94)03017-0","url":null,"abstract":"","PeriodicalId":271047,"journal":{"name":"Advances in Services Marketing and Management","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132980171","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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