Concepedia

Service Experience Evaluation

Service Experience Evaluation is a scholarly methodological contribution that systematically assesses users' holistic interactions with a service, distinguished by its focus on qualitative and quantitative analysis of experiential dimensions such as satisfaction, usability, accessibility, and emotional engagement throughout the service journey.

472

Publications

40.9K

Citations

1.3K

Authors

624

Institutions

Publications per year

2017–2026

153

Parents

Publications

472

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Mary Jo Bitner · Journal of Marketing · 1990 · 4.3K citations

, , +17

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Mary Jo Bitner · Journal of Marketing · 1990 · 1.9K citations

, , +17

Moving Forward and Making a Difference: Research Priorities for the Science of Service

Amy L. Ostrom, Mary Jo Bitner, Stephen Brown et al. · Journal of Service Research · 2010 · 1.5K citations

, , +14

The service experience in tourism

Julie E Otto, J. R. Brent Ritchie · Tourism Management · 1996 · 1.2K citations

, , +11

Customer contributions and roles in service delivery

Mary Jo Bitner, William T. Faranda, Amy R. Hubbert et al. · International Journal of Service Industry Management · 1997 · 963 citations

, , +17

1–5 of 472

Authors

1.3K

  1. AS
    Anna S. Mattila

    Pennsylvania State University, United States

    7 publications · 1.8K citations

    7

    h-index

  2. AZ
    Anita Zehrer

    Management Center Innsbruck, Austria

    5 publications · 372 citations

    5

    h-index

  3. MJ
    Mary Jo Bitner

    Arizona State University, United States

    4 publications · 8.7K citations

    4

    h-index

  4. MG
    Michael Giebelhausen

    Cornell University, United States

    4 publications · 492 citations

    4

    h-index

  5. JR
    Jennifer Rowley

    Manchester Metropolitan University, United Kingdom

    4 publications · 475 citations

    4

    h-index

1–5 of 1.3K

Institutions

624

  1. Cornell University

    Ithaca, United States

    9 h-index

    13 publications

    1.9K citations

  2. University of Liverpool

    Liverpool, United Kingdom

    8 h-index

    25 publications

    541 citations

  3. Pennsylvania State University

    State College, United States

    8 h-index

    14 publications

    6.3K citations

  4. University College London

    London, United Kingdom

    8 h-index

    33 publications

    862 citations

  5. Griffith University

    Brisbane, Australia

    8 h-index

    14 publications

    3.3K citations

  6. King's College London

    London, United Kingdom

    8 h-index

    26 publications

    889 citations

  7. Karlstad University

    Karlstad, Sweden

    8 h-index

    19 publications

    3.3K citations

  8. Arizona State University

    Tempe, United States

    7 h-index

    16 publications

    19.8K citations

1–8 of 624

Venues

  1. Journal of Service Research

    JSR · 16 publications · 3.9K citations

    16

    h-index

  2. Journal of Services Marketing

    16 publications · 1.7K citations

    15

    h-index

  3. Journal of service management

    11 publications · 1.2K citations

    11

    h-index

  4. 9

    h-index

  5. 6

    h-index

1–5