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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
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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
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Servqual: a multiple-item scale for measuring customer perceptions of service quality
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1986
Persistent link: https://www.econbiz.de/10000767760
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Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1994
Persistent link: https://www.econbiz.de/10000896544
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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
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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
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Understanding and improving service quality: a literature review and research agenda
Parasuraman, A.; Zeithaml, Valerie A. - In: Handbook of marketing, (pp. 339-367). 2006
Persistent link: https://www.econbiz.de/10003335139
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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
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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