Public Relations Review · 2010 · 190 citations · 42 references
Social SciencesCommunicationOrganizational BehaviorCrisis ManagementOrganizational CommunicationStakeholder EngagementCorporate CommunicationCrisis CommunicationStakeholder AnalysisStakeholder CommunicationStakeholder ManagementStakeholder TheoryCorporate Crisis CommunicationCrisis Communication ManagementCrisis Communication Within OrganizationsStakeholder Crisis Communication
42
The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations
Measuring Emotions in the Consumption Experience
Marsha L. Richins · Journal of Consumer Research · 1997 · 1.9K citations