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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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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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Doing good and doing better despite negative information? : the role of corporate social responsibility in consumer resistance to negative information
Eisingerich, Andreas B; Rubera, Gaia; Seifert, Matthias; … - In: Journal of service research : JSR 14 (2011) 1, pp. 60-75
Persistent link: https://www.econbiz.de/10008826886
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Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der; Schepers, Jeroen J. L.; … - In: Journal of the Academy of Marketing Science 41 (2013) 5, pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
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Relative measures in service research
Aksoy, Lerzan; Hogreve, Jens; Lariviere, Bart; … - In: The journal of services marketing 29 (2015) 6/7, pp. 448-452
Persistent link: https://www.econbiz.de/10011418336
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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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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