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Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents
Bettencourt, Lance A.; Brown, Stephen W.; Mackenzie, … - In: Journal of retailing 81 (2005) 2, pp. 141-158
Persistent link: https://www.econbiz.de/10006607075
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Contact Employees: Relationships among Workplace Fairness, Job Satisfaction and Prosocial Service Behaviors
Bettencourt, Lance A.; Brown, Stephen W. - In: Journal of retailing 73 (1997) 1, pp. 39-62
Persistent link: https://www.econbiz.de/10006630694
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Tracking the Evolution of the Services Marketing Literature
Fisk, Raymond P.; Brown, Stephen W.; Bitner, Mary Jo - In: Journal of retailing 69 (1993) 1, pp. 61-103
Persistent link: https://www.econbiz.de/10006638522
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Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - In: Journal of retailing 70 (1994) 3, pp. 201-230
Persistent link: https://www.econbiz.de/10006636139
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Research Note: More on Improving Service Quality Measurement
Parasuraman, A.; Berry, Leonard L.; Zeithaml, Valarie A. - In: Journal of retailing 69 (1993) 1, pp. 140-147
Persistent link: https://www.econbiz.de/10006638519
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SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality
Parasuraman, A. - In: Journal of retailing 64 (1988) 1, pp. 12-37
Persistent link: https://www.econbiz.de/10001056853