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Service (business)

About: Service (business) is a(n) research topic. Over the lifetime, 172106 publication(s) have been published within this topic receiving 2099770 citation(s). The topic is also known as: business services & B2B services. more


Journal ArticleDOI: 10.1108/EUM0000000004784
Abstract: Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised. more

Topics: Quality policy (63%), Service design (63%), Service (business) (62%) more

5,847 Citations

Journal ArticleDOI: 10.1016/S0022-4359(00)00028-2
Abstract: The following study both synthesizes and builds on the efforts to conceptualize the effects of quality, satisfaction, and value on consumers’ behavioral intentions. Specifically, it reports an empirical assessment of a model of service encounters that simultaneously considers the direct effects of these variables on behavioral intentions. The study builds on recent advances in services marketing theory and assesses the relationships between the identified constructs across multiple service industries. Several competing theories are also considered and compared to the research model. A number of notable findings are reported including the empirical verification that service quality, service value, and satisfaction may all be directly related to behavioral intentions when all of these variables are considered collectively. The results further suggest that the indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions. more

Topics: Service quality (59%), Customer satisfaction (57%), Service (business) (57%) more

5,774 Citations

Journal ArticleDOI: 10.2307/1251871
Mary Jo Bitner1Institutions (1)
Abstract: For consumers, evaluation of a service firm often depends on evaluation of the “service encounter” or the period of time when the customer interacts directly with the firm. Knowledge of the factors... more

Topics: Service recovery (67%), Service (business) (62%), Service recovery paradox (61%) more

4,758 Citations

Journal ArticleDOI: 10.2307/1252174
Abstract: The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and re... more

Topics: Service recovery (68%), Service (business) (63%), Service recovery paradox (62%) more

4,577 Citations

Open accessJournal ArticleDOI: 10.1145/128756.128759
Abstract: A novel system for the location of people in an office environment is described. Members of staff wear badges that transmit signals providing information about their location to a centralized location service, through a network of sensors. The paper also examines alternative location techniques, system design issues and applications, particularly relating to telephone call routing. Location systems raise concerns about the privacy of an individual and these issues are also addressed. more

4,234 Citations

No. of papers in the topic in previous years

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Topic's top 5 most impactful authors

Bo Edvardsson

77 papers, 4.9K citations

Yoshiki Shimomura

60 papers, 988 citations

James C. Spohrer

51 papers, 6.5K citations

Francesco Polese

42 papers, 1.1K citations

Anna S. Mattila

30 papers, 3K citations