Concepedia

Service Communication

Service Communication is a strategic marketing process that conveys service-related information to stakeholders, distinguished by its focus on intangibility, customer co-creation, and the integration of people, processes, and physical evidence in service delivery contexts.

349

Publications

39.8K

Citations

700

Authors

367

Institutions

Publications per year

2017–2026

75

Parents

Children

Publications

349

Servicescapes: The Impact of Physical Surroundings on Customers and Employees

Mary Jo Bitner · Journal of Marketing · 1992 · 5.2K citations

, , +10

Servicescapes: The Impact of Physical Surroundings on Customers and Employees

Mary Jo Bitner · Journal of Marketing · 1992 · 3.8K citations

, , +10

Communication and Control Processes in the Delivery of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1988 · 1.7K citations

, , +15

The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents

L. Jean Harrison‐Walker · Journal of Service Research · 2001 · 1.6K citations

, , +5

Technology Infusion in Service Encounters

M. J. Bitner, Stephen W. Brown, Matthew L. Meuter · Journal of the Academy of Marketing Science · 2000 · 1.5K citations

, , +12

1–5 of 349

Authors

700

  1. MJ
    Mary Jo Bitner

    Arizona State University, United States

    5 publications · 10.3K citations

    5

    h-index

  2. PK
    Peter K. Mills

    Santa Clara University, United States

    5 publications · 641 citations

    5

    h-index

  3. SJ
    Stephen J. Grove

    Clemson University, United States

    4 publications · 203 citations

    4

    h-index

  4. RB
    Richard B. Chase

    University of Southern California, United States

    4 publications · 837 citations

    4

    h-index

  5. AL
    Annouk Lievens

    University of Antwerp, Belgium

    4 publications · 305 citations

    4

    h-index

1–5 of 700

Institutions

367

  1. UNSW Sydney

    Sydney, Australia

    9 h-index

    14 publications

    355 citations

  2. Arizona State University

    Tempe, United States

    8 h-index

    11 publications

    17K citations

  3. Hanken School of Economics

    Helsinki, Finland

    8 h-index

    15 publications

    1.8K citations

  4. Pennsylvania State University

    State College, United States

    6 h-index

    8 publications

    402 citations

  5. Griffith University

    Brisbane, Australia

    5 h-index

    7 publications

    418 citations

  6. Western Michigan University

    Kalamazoo, United States

    4 h-index

    6 publications

    158 citations

  7. The University of Queensland

    Brisbane, Australia

    4 h-index

    4 publications

    221 citations

  8. Karlstad University

    Karlstad, Sweden

    4 h-index

    5 publications

    226 citations

1–8 of 367

Venues

  1. Journal of Services Marketing

    29 publications · 2.5K citations

    22

    h-index

  2. Journal of Business Research

    JBR · 9 publications · 2.5K citations

    9

    h-index

  3. Journal of the Academy of Marketing Science

    9 publications · 3.8K citations

    9

    h-index

  4. Service Industries Journal

    9 publications · 453 citations

    9

    h-index

  5. 8

    h-index

1–5