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Do customer relationships mitigate or amplify failure responses?

Kaltcheva, Velitchka D.; Winsor, Robert D.; Parasuraman, A. - In: Journal of business research : JBR 66 (2013) 4, pp. 525-532

Persistent link: https://www.econbiz.de/10009724760

Service quality perspectives and satisfaction in private banking

Lassar, Walfried M.; Manolis, Chris; Winsor, Robert D. - In: Journal of Services Marketing 14 (2000) 3, pp. 244-271

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures...

Persistent link: https://www.econbiz.de/10014904888

Service productivity, quality and innovation : implications for service-design practice and research

Parasuraman, A. - In: International journal of quality and service sciences 2 (2010) 3, pp. 277-286

Persistent link: https://www.econbiz.de/10008758771

Linking service design to value creation and service research

Andreassen, Tor Wallin; Kristensson, Per; Lervik-Olsen, Line - In: Journal of service management 27 (2016) 1, pp. 21-29

Persistent link: https://www.econbiz.de/10011482091

E-S-Qual : a multiple-item scale for assessing electronic service quality ; Report No. 04-112

Parasuraman, A.; Zeithaml, Valarie A.; Malhotra, Arvind - In: MSI reports : working paper series (2004) 3, pp. 3-25

Persistent link: https://www.econbiz.de/10002566757

Exploring the zone of tolerance for internal customers in IT-enabled call centers

Hsieh, J. J. Po-an; Sharma, Piyush; Rai, Arun; … - In: Journal of service research : JSR 16 (2013) 3, pp. 277-294

Persistent link: https://www.econbiz.de/10009782145

When service customers do not consume in isolation : a typology of customer copresence influence modes (CCIMs)

Colm, Laura; Ordanini, Andrea; Parasuraman, A. - In: Journal of service research : JSR 20 (2017) 3, pp. 223-239

Persistent link: https://www.econbiz.de/10011736753

Learning from the pioneering founders of the service research field

Bowen, David E.; Fisk, Raymond P.; Bateson, John E. G.; … - In: Journal of service management 34 (2023) 4, pp. 605-630

Persistent link: https://www.econbiz.de/10014338196

Customer service in business‐to‐business markets: an agenda for research

Parasuraman, A. - In: Journal of Business & Industrial Marketing 13 (1998) 4/5, pp. 309-321

Drawing on insights from the extant service‐quality literature (which is dominated by an end‐consumer focus), this paper examines customer service in business‐to‐business markets. It first presents a typology of seller‐customer links and discusses the domain of customer service in...

Persistent link: https://www.econbiz.de/10014843346