Concepedia
Journal of Business Research · 2023 · 13 citations · 80 references
Open access
80
The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 5.1K citations
Customer Satisfaction, Aggregate Level, Service Quality +15
Understanding Customer Experience Throughout the Customer Journey
Katherine N. Lemon, Peter C. Verhoef · Journal of Marketing · 2016 · 4.8K citations · Full text
Customer Experience, Customer Satisfaction, Digital Marketing +16
The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs
Lars Bergkvist, John R. Rossiter · Journal of Marketing Research · 2007 · 2.8K citations
Customer Satisfaction, Concrete Singular Object, Consumer Research +22
The C-OAR-SE procedure for scale development in marketing
John R. Rossiter · International Journal of Research in Marketing · 2002 · 2.4K citations · Full text
C-oar-se Procedure, Digital Marketing, Management +4
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 2K citations
Customer Experience, Customer Satisfaction, Satisfactory Service Encounters +17