The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
Tracking the evolution of the services marketing literature
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271
Self-citationThe Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Self-citationRelationship Quality in Services Selling: An Interpersonal Influence Perspective
Crosby, L. A., Evans, K. R., & Cowles, D. (1990) · Journal of Marketing · doi:10.1177/002224299005400306 · Cited by 4,763
A Catastrophe Model for Developing Service Satisfaction Strategies
Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992) · Journal of Marketing · doi:10.2307/1252298 · Cited by 812
Crosby, L. A., & Stephens, N. (1987) · Journal of Marketing Research · doi:10.2307/3151388 · Cited by 456
Cited by
Evolving to a New Dominant Logic for Marketing
Vargo, S. L., & Lusch, R. F. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.1.24036 · Cited by 14,779
The role of perceived risk in the quality-value relationship: A study in a retail environment
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999) · Journal of Retailing · doi:10.1016/s0022-4359(99)80005-0 · Cited by 1,675
The Four Service Marketing Myths: Remnants of a Goods-Based, Manufacturing Model
Vargo, S. L., & Lusch, R. F. (2004) · Journal of Service Research · doi:10.1177/1094670503262946 · Cited by 1,338
An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000) · Journal of Service Research · doi:10.1177/109467050032002 · Cited by 1,029
Smith, A. K., & Bolton, R. N. (1998) · Journal of Service Research · doi:10.1177/109467059800100106 · Cited by 798
Metadata
- Authors
- Fisk, R. P., Brown, S. W., & Bitner, M. J.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 1993-03
- Volume
- 69
- Issue
- 1
- Pages
- 61-103
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W1965868677
- Cited by
- 977
- References
- 7
- FWCI
- 72.75
- Type
- journal article
- Language
- en
- Open access
- green
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
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How to cite
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- CoChat. (2026). Citation check: Tracking the evolution of the services marketing literature. https://app.cochat.ai/papers/10.1016/s0022-4359(05)80004-1
- The paper
- Fisk, R. P., Brown, S. W., & Bitner, M. J. (1993). Tracking the evolution of the services marketing literature. Journal of Retailing. https://doi.org/10.1016/s0022-4359(05)80004-1
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
