The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
The role of personalization in service encounters
Overview
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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
Relationship 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
Cited by
Customer experience creation: Determinants, dynamics and management strategies
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009) · Journal of Retailing · doi:10.1016/j.jretai.2008.11.001 · Cited by 3,140
Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2002) · Journal of Business Research · doi:10.1016/s0148-2963(00)00168-5 · Cited by 909
Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships
Bodet, G. (2008) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2007.11.004 · Cited by 299
The Bottom Line Impact of Organizational Responses to Customer Complaints
Davidow, M. (2000) · Journal of Hospitality & Tourism Research · doi:10.1177/109634800002400404 · Cited by 292
How Salespeople Build Quality Relationships:
Boles, J. S., Johnson, J. T., & Barksdale, H. C. (2000) · Journal of Business Research · doi:10.1016/s0148-2963(98)00078-2 · Cited by 173
Metadata
- Authors
- Mittal, B., & Lassar, W. M.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 1996-03
- Volume
- 72
- Issue
- 1
- Pages
- 95-109
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W2040203738
- Cited by
- 455
- References
- 2
- FWCI
- 10.96
- Type
- journal article
- Language
- en
- Open access
- closed
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.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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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.
