The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Building Service Relationships: It's all about Promises
Overview
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Citations
Cites
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
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-citation
Cited by
Customer 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
Relational Benefits in Services Industries: The Customer's Perspective
Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998) · Journal of the Academy of Marketing Science · doi:10.1177/0092070398262002 · Cited by 2,347
Self-citationHennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research · doi:10.1177/1094670502004003006 · Cited by 2,301
Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
Hess Jr., R. L., Ganesan, S., & Klein, N. M. (2003) · Journal of the Academy of Marketing Science · doi:10.1177/0092070302250898 · Cited by 959
A cross-cultural study of switching barriers and propensity to stay with service providers
Patterson, P. G., & Smith, T. (2003) · Journal of Retailing · doi:10.1016/s0022-4359(03)00009-5 · Cited by 515
Metadata
- Authors
- Bitner, M. J.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 1995-09-01
- Volume
- 23
- Issue
- 4
- Pages
- 246-251
- ISSN
- 0092-0703 (ISSN-L)
- OpenAlex
- W1965446534
- Cited by
- 1,035
- References
- 3
- FWCI
- 26.41
- 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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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Building Service Relationships: It's all about Promises. https://app.cochat.ai/papers/10.1177/009207039502300403
- The paper
- Bitner, M. J. (1995). Building Service Relationships: It's all about Promises. Journal of the Academy of Marketing Science. https://doi.org/10.1177/009207039502300403
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.
