The DOI matches its Crossref record; 41 of the 41 references it cites were found in a registry or an index.
Technology Infusion in Service Encounters
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Citations
Cites
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
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
Satisfaction: a behavioral perspective on the consumer
(2010) · Choice Reviews Online · doi:10.5860/choice.47-6963 · Cited by 6,042
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
Bitner, M. J. (1990) · Journal of Marketing · doi:10.1177/002224299005400206 · Cited by 4,943
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-citationThe American Customer Satisfaction Index: Nature, Purpose, and Findings
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996) · Journal of Marketing · doi:10.2307/1251898 · Cited by 4,736
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994) · Journal of Marketing · doi:10.1177/002224299405800109 · Cited by 3,322
Customer Switching Behavior in Service Industries: An Exploratory Study
Keaveney, S. M. (1995) · Journal of Marketing · doi:10.2307/1252074 · Cited by 2,905
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000) · Journal of Marketing · doi:10.1509/jmkg.64.3.50.18024 · Cited by 2,905
Self-citationCustomer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998) · Journal of Marketing · doi:10.2307/1252161 · Cited by 2,723
Self-citation
Cited by
Parasuraman, A. (2000) · Journal of Service Research · doi:10.1177/109467050024001 · Cited by 3,328
E‐service quality: a model of virtual service quality dimensions
Santos, J. (2003) · Managing Service Quality: An International Journal · doi:10.1108/09604520310476490 · Cited by 1,542
van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., & Petersen, J. A. (2017) · Journal of Service Research · doi:10.1177/1094670516679272 · Cited by 1,344
Measuring Service Quality in E-Retailing
Collier, J. E., & Bienstock, C. C. (2006) · Journal of Service Research · doi:10.1177/1094670505278867 · Cited by 1,051
Service innovation in the digital age: Key contributions and future directions
Barrett, M., Davidson, E., Prabhu, J., & Vargo, S. L. (2015) · MIS Quarterly · doi:10.25300/misq/2015/39:1.03 · Cited by 956
Metadata
- Authors
- Bitner, M. J., Brown, S. W., & Meuter, M. L.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2000-01-01
- Volume
- 28
- Issue
- 1
- Pages
- 138-149
- ISSN
- 0092-0703 (ISSN-L)
- OpenAlex
- W2042113379
- Cited by
- 1,543
- References
- 41
- FWCI
- 76.10
- 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.
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- CoChat. (2026). Citation check: Technology Infusion in Service Encounters. https://app.cochat.ai/papers/10.1177/0092070300281013
- The paper
- Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology Infusion in Service Encounters. Journal of the Academy of Marketing Science. https://doi.org/10.1177/0092070300281013
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.
