Journal ArticleDOI
Unmasking a phantom: a psychometric assessment of mystery shopping
Adam Finn,Ujwal Kayandé +1 more
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In this article, the authors used a generalizability theory approach to assess the psychometric quality of the data collected in mystery shopping studies, and how it compares with that of customer survey data.About:
This article is published in Journal of Retailing.The article was published on 1999-06-01. It has received 140 citations till now. The article focuses on the topics: Mystery shopping & Service quality.read more
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Identity and the Extra Mile: Relationships between Organizational Identification and Organizational Citizenship Behaviour
TL;DR: In this article, the authors investigated the relationship between organizational identification and organizational Citizenship Behaviour (e.g., helping colleagues, making innovative suggestions) using ten samples across different occupational groups and countries.
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The influence of service environments on customer emotion and service outcomes
TL;DR: In this paper, a more comprehensive model that focuses on the relationship between the social environment (employee displayed emotion and customer climate) and the physical environment (ambient and design factors) and resulting customer emotion and service outcomes was developed and tested.
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On the Role of Empathy in Customer-Employee Interactions
TL;DR: In this article, the authors define and conceptualize employee and customer empathy as multidimensional constructs and empirically investigate their impact on customer satisfaction and customer loyalty using dyadic data and a multilevel modeling approach.
On the role of empathy in customer-employee interactions
Jan Wieseke,Florian Kraus +1 more
TL;DR: In this article, the authors define and conceptualize employee and customer empathy as multidimensional constructs and empirically investigate their impact on customer satisfaction and customer loyalty, and derive several implications for service research and the management of service encounters.
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A systematic review of the use of simulated patients and pharmacy practice research
TL;DR: A definitive review of the use of simulated patients as a methodological tool for pharmacy practice research is provided.
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:
TL;DR: In this article, the authors collected 700 incidents from customers of airlines, hotels, and restaurants and used the critical incident method to identify the most frequent service encounter from the customer's point of view.
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Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality:
TL;DR: In this article, the authors respond to concerns raised by Parasuraman, Zeithaml, and Berry about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality.
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Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research:
TL;DR: The SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize it are discussed in this paper, where the authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993).