Tracking the evolution of the services marketing literature

SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.

1988 • 20,445 citations

A Conceptual Model of Service Quality and Its Implications for Future Research

1985 • 16,328 citations

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

1980 • 9,302 citations

Measuring Service Quality: A Reexamination and Extension

1992 • 7,939 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

Measuring Service Quality: A Reexamination and Extension

1992 • 4,865 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

Delivering quality service: balancing customer perceptions and expectations

1990 • 3,960 citations

Relationship Quality in Services Selling: An Interpersonal Influence Perspective

1990 • 3,876 citations

Refinement and reassessment of the SERVQUAL scale.

1991 • 3,801 citations

Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions

1990 • 2,969 citations

A Multistage Model of Customers' Assessments of Service Quality and Value

1991 • 2,944 citations

Problems and Strategies in Services Marketing

1985 • 2,397 citations

Marketing Services: Competing Through Quality

1992 • 2,248 citations

An empirical assessment of the SERVQUAL scale

1992 • 2,164 citations

Breaking Free from Product Marketing

1977 • 1,870 citations

Classifying Services to Gain Strategic Marketing Insights

1983 • 1,801 citations

Strategic Management and Marketing in the Service Sector

1984 • 1,728 citations

Communication and Control Processes in the Delivery of Service Quality

1988 • 1,612 citations

A Role Theory Perspective on Dyadic Interactions: The Service Encounter

1985 • 1,601 citations

The profitable art of service recovery.

1990 • 1,470 citations

Relationship approach to marketing in service contexts: The marketing and organizational behavior interface

1990 • 1,332 citations

Designing services that deliver

1984 • 1,263 citations

A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes

1991 • 1,253 citations

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

1992 • 1,225 citations

Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience

1991 • 1,168 citations

Problems and Strategies in Services Marketing

1985 • 1,140 citations

Intelligent Enterprise: A Knowledge and Service Based Paradigm for Industry

1992 • 1,125 citations

Emerging perspectives on services marketing

1983 • 1,025 citations

A Gap Analysis of Professional Service Quality

1989 • 990 citations

Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry

1987 • 976 citations

Service encounters and service relationships: Implications for research

1990 • 931 citations

Predictability and Personalization in the Service Encounter

1987 • 926 citations

Breaking Free from Product Marketing

1977 • 826 citations

Classifying Services to Gain Strategic Marketing Insights

1983 • 818 citations

Service Positioning through Structural Change

1987 • 811 citations

Service Management: Strategy and Leadership in Service Businesses.

1985 • 765 citations

Marketing Strategies and Organizational Structures for Service Firms

1981 • 754 citations

Customer participation in service production and delivery.

1990 • 707 citations

A Catastrophe Model for Developing Service Satisfaction Strategies

1992 • 699 citations

Marketing Intangible Products and Product Intangibles

1981 • 684 citations

Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level

1990 • 643 citations

Moments of Truth

1987 • 640 citations

The service-quality puzzle

1988 • 560 citations

A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes

1991 • 559 citations

Managing in the Service Economy

1988 • 524 citations

Five imperatives for improving service quality

1991 • 520 citations

A Proposed Model for New Service Development

1989 • 476 citations

Service Breakthroughs: Changing the Rules of the Game

1990 • 472 citations

Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry

1987 • 454 citations

What is Meant by Services?

1966 • 436 citations

Organization and Customer: Managing Design and Coordination of Services

1989 • 398 citations

Self-service consumer: An exploratory study.

1985 • 388 citations

The History of Marketing Thought

1976 • 387 citations

Breaking the Cycle of Failure in Services

1991 • 382 citations

The marketing of services

1984 • 382 citations

Building a new academic field—The case of services marketing

1993 • 364 citations

Beyond products: services-based strategy.

1990 • 355 citations

A Catastrophe Model for Developing Service Satisfaction Strategies

1992 • 331 citations

Conceptual and theoretical developments in marketing

1979 • 276 citations

The Service Revolution

1963 • 272 citations

Marketing in the Service Sector

1975 • 270 citations

Quality Is More than Making a Good Product

1983 • 253 citations

Service quality : multidisciplinary and multinational perspectives

1998 • 248 citations

Managing Services Marketing: Text and Readings

1989 • 245 citations

The Case for Redefining Services

1964 • 220 citations

Services Marketing is Different

2023 • 178 citations

A History of Marketing Thought

2009 • 171 citations

USING INTERNAL MARKETING TO DEVELOP A NEW CULTURE—THE CASE OF ERICSSON QUALITY

1987 • 170 citations

Managing the Service Encounter: A Focus on the Employee

1990 • 167 citations

Marketing Consumer Services: New Insights

1978 • 154 citations

A SERVICES MARKETING MANAGEMENT MODEL: INTEGRATING INTERNAL AND EXTERNAL MARKETING FUNCTIONS

1988 • 154 citations

Step by step through a union campaign.

1981 • 151 citations

Determinants of Household Expenditures for Services

1991 • 129 citations

Managing services marketing: text and readings

2003 • 120 citations

What Is Meant by Services?

1966 • 113 citations

Marketing of Services An Evaluation of the Theory

1975 • 107 citations

“I CAN DO IT MYSELF:” TRAINING THE SERVICE CONSUMER TO CONTRIBUTE TO SERVICE PRODUCTIVITY

1988 • 100 citations

Creativity in services marketing : what's new, what works, what's developing

1986 • 97 citations

The Case for Redefining Services

1964 • 93 citations

The Service Revolution

1963 • 90 citations

On the quality of services in encounters: An agency perspective

1990 • 73 citations

The marketing of services: an approach

1974 • 71 citations

Technology, Design and Service Quality

1991 • 68 citations

Theory in retailing : traditional and nontraditional sources

1981 • 60 citations

Marketing Intermediaries in Channels of Distribution for Services

1976 • 59 citations

Enfranchisement of Service Workers

1991 • 42 citations

Marketing methods and policies

2009 • 38 citations

1990 AMA educators' proceedings : enhancing knowledge development in marketing

1990 • 38 citations

Are goods and services different? : an exercise in marketing theory

1969 • 27 citations

A difference in informational influences: Services vs. goods

1977 • 23 citations

Making Your Service Blueprint Pay Off!

1990 • 20 citations

Services marketing : an annotated bibliography

1985 • 19 citations

The service management course

1991 • 18 citations

Marketing in the service industries

1972 • 12 citations

Testing a conceptual framework for consumer service marketing

1978 • 6 citations

Designing a winning service strategy : [7th annual Service[s] Marketing Conference proceedings]

1989 • 3 citations

Services and goods : a laboratory study of informational influences

1976 • 2 citations

Deleted Work

1955 • 0 citations