Service Excellence

Service Excellence is a normative construct in the field of service quality that represents the highest standard of service performance, distinguished by consistent superiority in meeting and exceeding customer expectations across multiple dimensions of service delivery.

419

Publications

35K

Citations

1.1K

Authors

561

Institutions

Publications per year

2017–2026

122

Parents

Service Quality

Publications

419

Delivering quality service: balancing customer perceptions and expectations

Choice Reviews Online · 1990 · 3.9K citations

Management, Marketing, Quality Management +17

Putting the Service-Profit Chain to Work

James L. Heskett, Thomas O. Jones, Gary W. Loveman et al. · Harvard business review · 1994 · 3.6K citations

Management, Strategic Management, Service Operations +10

Marketing Services: Competing Through Quality

Boris W. Becker, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1992 · 2.2K citations

Management, Marketing, Marketing Management +17

Service Research Priorities in a Rapidly Changing Context

Amy L. Ostrom, A. Parasuraman, David E. Bowen et al. · Journal of Service Research · 2015 · 1.4K citations

Business, Information Systems, Information Technology +15

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value

Work Study · 1999 · 1.2K citations

Business, Strategic Management, Strategy +17

1–5 of 419

Authors

1.1K

JW
Jochen Wirtz
National University of Singapore, Singapore
11 publications · 752 citations
11
h-index
AP
A. Parasuraman
University of Miami, United States
8 publications · 4.7K citations
8
h-index
RB
Robert B. Johnston
University of Warwick, United Kingdom
7 publications · 367 citations
7
h-index
LH
Loizos Heracleous
University of Warwick, United Kingdom
5 publications · 264 citations
5
h-index
LL
Leonard L. Berry
Texas A&M University, United States
5 publications · 2.9K citations
5
h-index

1–5 of 1.1K

Institutions

561

1–8 of 561

Venues

Managing Service Quality
MSQ · 29 publications · 2.4K citations
20
h-index
BMJ
14 publications · 582 citations
14
h-index
PubMed
Repository · 10 publications · 928 citations
10
h-index
Service Industries Journal
8 publications · 380 citations
8
h-index
Choice Reviews Online
CRO · 7 publications · 4.3K citations
7
h-index

1–5