Building Service Relationships: It's all about Promises

The Commitment-Trust Theory of Relationship Marketing

1994 • 16,845 citations

Marketing management: analysis. planning. implementation and control

2000 • 6,879 citations

A Service Quality Model and its Marketing Implications

1984 • 6,412 citations

Zero defections: quality comes to services.

1990 • 5,454 citations

Servicescapes: The Impact of Physical Surroundings on Customers and Employees

1992 • 5,000 citations

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

1990 • 4,240 citations

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

1990 • 4,145 citations

Putting the Service-Profit Chain to Work

1994 • 3,721 citations

Relationship Marketing of Services--Growing Interest, Emerging Perspectives

1995 • 3,084 citations

River Magic: Extraordinary Experience and the Extended Service Encounter

1993 • 2,416 citations

From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing

1994 • 2,411 citations

Marketing Services: Competing Through Quality

1992 • 2,248 citations

Critical Service Encounters: The Employee's Viewpoint

1994 • 1,531 citations

From Marketing Mix to Relationship Marketing

1994 • 1,317 citations

The empowerment of service workers: what, why, how, and when.

1992 • 1,225 citations

Linking service quality, customer satisfaction, and behavioral intention.

1989 • 940 citations

Service encounters and service relationships: Implications for research

1990 • 931 citations

Service Positioning through Structural Change

1987 • 811 citations

Customer participation in service production and delivery.

1990 • 707 citations

Managing customers as human resources in service organizations

1986 • 527 citations

Downsizing to Improve Strategic Position

1994 • 381 citations

Dramatizing the Service Experience: a Managerial Approach

1992 • 154 citations

Beyond Smiling: Social Support and Service Quality

1994 • 133 citations

Mitigating the effect of service encounters

1992 • 121 citations

Finding, training and keeping the best service workers

1996 • 33 citations