The Effect of Compensation on Repurchase Intentions in Service Recovery☆

The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.

Reuben M. Baron, David A. Kenny · Journal of Personality and Social Psychology · 1986 · 72.1K citations

Social Sciences, Psychology, Social Psychology +10

The Behavioral Consequences of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations

Business, Marketing, Marketing Management +14

An attributional theory of achievement motivation and emotion.

Bernard Weiner · Psychological Review · 1985 · 7.7K citations

Social Sciences, Behavioral Sciences, Psychology +10

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

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

Business, Marketing, Marketing Management +17

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