Consumer Reactions to Unethical Service Recovery

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

Consumer Ethnocentrism: Construction and Validation of the CETSCALE

Terence A. Shimp, Subhash Sharma · Journal of Marketing Research · 1987 · 2.2K citations

Social Sciences, Marketing, Social Psychology +5

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 2.1K citations

Management, Hospitality Management, Organizational Behavior +15

An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions

Steven A. Taylor, Thomas L. Baker · Journal of Retailing · 1994 · 2K citations

Business, Marketing, Marketing Management +13