The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.
Customer voluntary performance: Customers as partners in service delivery
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Citations
Cites
Comparative fit indexes in structural models.
Bentler, P. M. (1990) · Psychological Bulletin · doi:10.1037/0033-2909.107.2.238 · Cited by 25,266
The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355
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
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Perceived organizational support.
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986) · Journal of Applied Psychology · doi:10.1037/0021-9010.71.3.500 · Cited by 10,023
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Tyler, T. R. (2006) · doi:10.1515/9781400828609 · Cited by 5,156
The 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
Moorman, R. H. (1991) · Journal of Applied Psychology · doi:10.1037//0021-9010.76.6.845 · Cited by 3,422
A Relational Model of Authority in Groups
Tyler, T. R., & Lind, E. A. (1992) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(08)60283-x · Cited by 2,977
Cited by
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Garbarino, E., & Johnson, M. S. (1999) · Journal of Marketing · doi:10.1177/002224299906300205 · Cited by 4,899
The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective
Jaakkola, E., & Alexander, M. (2014) · Journal of Service Research · doi:10.1177/1094670514529187 · Cited by 1,219
A Three-Component Model of Customer to Service Providers
Bansal, H. S., Irving, P. G., & Taylor, S. F. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263332 · Cited by 934
Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263341 · Cited by 741
Hong, I. B., & Cho, H. (2011) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2011.02.001 · Cited by 590
Metadata
- Authors
- Bettencourt, L.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 1997
- Volume
- 73
- Issue
- 3
- Pages
- 383-406
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W2072117561
- Cited by
- 1,326
- References
- 13
- FWCI
- 9.19
- Type
- journal article
- Language
- en
- Open access
- closed
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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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- CoChat. (2026). Citation check: Customer voluntary performance: Customers as partners in service delivery. https://app.cochat.ai/papers/10.1016/s0022-4359(97)90024-5
- The paper
- Bettencourt, L. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing. https://doi.org/10.1016/s0022-4359(97)90024-5
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.
