A typology of retail failures and recoveries

The critical incident technique.

John C. Flanagan · Psychological Bulletin · 1954 · 7.7K citations

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The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 4.2K citations

Management, Hospitality Management, Organizational Behavior +15

The Nature and Determinants of Customer Expectations of Service

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Business, Marketing, Marketing Management +12

A Role Theory Perspective on Dyadic Interactions: The Service Encounter

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Business, Marketing, Marketing Management +17

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Marsha L. Richins · Journal of Marketing · 1983 · 1.6K citations

Business, Marketing, Marketing Management +10