Bernard H. Booms

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 4.2K citations

Critical Incident Technique, Customer Satisfaction, Incident Investigation +15

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 2K citations

Customer Experience, Customer Satisfaction, Satisfactory Service Encounters +17

Critical Service Encounters: The Employee's Viewpoint

Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr · Journal of Marketing · 1994 · 1.5K citations

Customer Experience, Customer Satisfaction, Services Management +19

Critical Service Encounters: The Employee's Viewpoint

Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr · Journal of Marketing · 1994 · 790 citations

Customer Satisfaction, Services Management, Consumer Research +20

Marketing Strategies and Organizational Structures for Service Firms

Bernard H. Booms, Mary Jo Bitner · Medical Entomology and Zoology · 1981 · 761 citations

Organizational Structures, Management, Business +6