articleTop 10% cited
Service encounters and service relationships: Implications for research
Journal of Business Research · 1990 · Vol. 20(1) · pp. 13–21
John A. Czepiel✉(New York University)
Customer Service Quality and LoyaltyPatient Satisfaction in HealthcareService and Product InnovationNegotiationPhenomenonSocial exchange theoryMarketingBusinessService qualityService (business)Service providerPerceptionSocial psychology
Citations
916
FWCI
6.13
field-weighted impact
References
34
Percentile
95%
vs. same field & year
Citations per year
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References
Developing Buyer-Seller Relationships
Journal of Marketing · 1987 · 7,761 citations
A Conceptual Model of Service Quality and Its Implications for Future Research
Journal of Marketing · 1985 · 17,163 citations
In Search of Excellence: Lessons from America's Best-Run Companies.
Administrative Science Quarterly · 1983 · 3,142 citations
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