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
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
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
Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.04.014 · Cited by 489
Wu, P.-L., Yeh, S.-S., Huan, T.-C. (. T. C. )., & Woodside, A. G. (2014) · Journal of Business Research · doi:10.1016/j.jbusres.2014.03.012 · Cited by 401
Chen, P.-T., & Hu, H.-H. (2010) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.09.006 · Cited by 269
Technology-driven service strategy
Huang, M.-H., & Rust, R. T. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-017-0545-6 · Cited by 263
Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships
Tabrani, M., Amin, M., & Nizam, A. (2018) · International Journal of Bank Marketing · doi:10.1108/ijbm-03-2017-0054 · Cited by 257
Consumer Comfort in Service Relationships: Measurement and Importance
Spake, D. F., Beatty, S. E., Brockman, B. K., & Crutchfield, T. N. (2003) · Journal of Service Research · doi:10.1177/1094670503005004004 · Cited by 208
Why are customers loyal in sharing-economy services? A relational benefits perspective
Yang, S., Song, Y., Chen, S., & Xia, X. (2017) · Journal of Services Marketing · doi:10.1108/jsm-01-2016-0042 · Cited by 188
The Role of Customer Affection and Trust in Loyalty Rebuilding after Service Failure and Recovery
La, S., & Choi, B. (2012) · The Service Industries Journal · doi:10.1080/02642069.2011.529438 · Cited by 133
Multi-dimensional analysis of perceived switching costs
Barroso, C., & Picón, A. (2012) · Industrial Marketing Management · doi:10.1016/j.indmarman.2011.06.020 · Cited by 122
Building customer relationships: an inventory of service providers’ objectives and practices
Claycomb, C., & Martin, C. L. (2001) · Marketing Intelligence & Planning · doi:10.1108/eum0000000006109 · Cited by 95
The Tangibility and Intangibility of e-Service Quality
Moon, Y. J. (2013) · International Journal of Smart Home · doi:10.14257/ijsh.2013.7.5.10 · Cited by 42
Managing customer relationships: Account manager turnover and effective account management
Madill, J. J., Haines, G. H., & Riding, A. L. (2007) · Industrial Marketing Management · doi:10.1016/j.indmarman.2005.05.015 · Cited by 30
Meldrum, J. T., & Kaczynski, A. T. (2007) · Leisure/Loisir · doi:10.1080/14927713.2007.9651383 · Cited by 8
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.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
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.
