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Advances in Services Marketing and Management最新文献

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Process factors in service delivery: What employee effort means to customers 服务交付中的过程因素:员工的努力对顾客意味着什么
Advances in Services Marketing and Management Pub Date : 1900-01-01 DOI: 10.1016/S1067-5671(95)04020-X
Lois A. Mohr, M. J. Bitner
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引用次数: 42
Carry-over effects in the formation of satisfaction: the role of value in a hotel service delivery process 满意度形成中的结转效应:价值在酒店服务交付过程中的作用
Advances in Services Marketing and Management Pub Date : 1900-01-01 DOI: 10.1016/S1067-5671(97)06017-4
D. Ruyter, J. Lemmink, Martin Wetzels, J. Mattsson
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引用次数: 24
Cognitive scripts and prototypes in service encounters 服务遭遇中的认知脚本和原型
Advances in Services Marketing and Management Pub Date : 1900-01-01 DOI: 10.1016/S1067-5671(94)03018-9
R. Humphrey, Blake E. Ashforth
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引用次数: 56
The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration: Volume 3 服务质量和顾客满意度的演算:理论和实证的分化和整合:卷3
Advances in Services Marketing and Management Pub Date : 1900-01-01 DOI: 10.1016/S1067-5671(94)03013-8
D. Iacobucci, K. Grayson, Amy L. Ostrom
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引用次数: 324
Environmental and positional antecedents of management commitment to service quality: A conceptual framework 服务质量管理承诺的环境和位置前提:一个概念框架
Advances in Services Marketing and Management Pub Date : 1900-01-01 DOI: 10.1016/S1067-5671(94)03014-6
I. Ahmed, A. Parasuraman
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引用次数: 70
Factors influencing customers´ assessments of service quality and their invocation of a service warranty 影响客户对服务质量评价和服务保修的因素
Advances in Services Marketing and Management Pub Date : 1900-01-01 DOI: 10.1016/S1067-5671(95)04024-2
Ruth N. Bolton, J. Drew
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引用次数: 18
A canonical model of consumer evaluations and theoretical bases of expectations 消费者评价的规范模型和期望的理论基础
Advances in Services Marketing and Management Pub Date : 1900-01-01 DOI: 10.1016/S1067-5671(96)05049-4
D. Iacobucci, Amy L. Ostrom, Bridgette M. Braig, Alexa Bezjian-Avery
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引用次数: 38
Linking customer intelligence to service operations: Exploiting the connection at GTE 将客户智能与服务操作连接起来:利用GTE的连接
Advances in Services Marketing and Management Pub Date : 1900-01-01 DOI: 10.1016/S1067-5671(95)04021-8
J. Drew, Ruth N. Bolton
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引用次数: 0
Customer costs of service quality: A critical incident study 服务质量的顾客成本:一个关键事件研究
Advances in Services Marketing and Management Pub Date : 1900-01-01 DOI: 10.1016/S1067-5671(94)03017-0
William E. Youngdahl, Deborah L. Kellogg
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引用次数: 17
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