Customer Service Publications

Publications in Customer Service

Explore the most influential research papers and scholarly works that have shaped Customer Service. Use the concept filter below to focus on a specific sub-area of research.

Customer Service

4.6K

Publications

498.2K

Citations

Showing yearly statistics from 2000-2026.

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	Year	Citations
The Behavioral Consequences of Service Quality Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman Journal of Marketing Customer SatisfactionAggregate LevelService QualityService ResearchCustomer Retention	1996	5.1K
Understanding Customer Experience Throughout the Customer Journey Katherine N. Lemon, Peter C. Verhoef Journal of Marketing Customer ExperienceCustomer SatisfactionDigital MarketingConsumer ResearchCustomer Journeys	2016	4.8K
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses Mary Jo Bitner Journal of Marketing Customer SatisfactionPhysical SurroundingsConsumer ResearchHuman Resource ManagementOrganizational Behavior	1990	4.3K
Delivering quality service: balancing customer perceptions and expectations Choice Reviews Online Total Quality ManagementCustomer SatisfactionExcellent ServiceService QualityService Research	1990	3.9K
Putting the Service-Profit Chain to Work James L. Heskett, Thomas O. Jones, Gary W. Loveman, Harvard business review Customer SatisfactionService-profit ChainService ResearchService OrganizationsServices Management	1994	3.6K
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions William Boulding, Ajay Kalra, Richard Staelin, Journal of Marketing Research Total Quality ManagementCustomer SatisfactionPerceived Service QualityService QualityDynamic Process Model	1993	3.4K
Customer Engagement Roderick J. Brodie, Linda D. Hollebeek, Biljana Jurić, Journal of Service Research Customer SatisfactionDigital MarketingConsumer EngagementRelationship Marketing TheoryManagement	2011	3.3K
Relationship Marketing of Services--Growing Interest, Emerging Perspectives Leonard L. Berry Journal of the Academy of Marketing Science Relationship MarketingCustomer SatisfactionService ResearchService StudyManagement	1995	3.1K
Customer Experience Creation: Determinants, Dynamics and Management Strategies Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Journal of Retailing Customer ExperienceCustomer SatisfactionInteractive MarketingManagementBusiness	2009	2.9K
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, Journal of Marketing Customer SatisfactionSelf-service TechnologiesConsumer ResearchEducationSocial Influence	2000	2.9K
The Nature and Determinants of Customer Expectations of Service Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman Journal of the Academy of Marketing Science Customer SatisfactionCustomer ExpectationsService QualityService ResearchBusiness	1993	2.6K
Customer Switching Behavior in Service Industries: An Exploratory Study Susan M. Keaveney Journal of Marketing Customer SatisfactionMarketing LiteratureService ResearchService CustomersManagement	1995	2.4K

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