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Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model.
- Published in:
- Human Resource Management, 1991, v. 30, n. 3, p. 335, doi. 10.1002/hrm.3930300304
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- Publication type:
- Article
Communication and Control Processes in the Delivery of Service Quality.
- Published in:
- Journal of Marketing, 1988, v. 52, n. 2, p. 35, doi. 10.1177/002224298805200203
- By:
- Publication type:
- Article
A Conceptual Model of Service Quality and Its Implications for Future Research.
- Published in:
- Journal of Marketing, 1985, v. 49, n. 4, p. 41, doi. 10.1177/002224298504900403
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- Publication type:
- Article
Problems and Strategies in Services Marketing.
- Published in:
- Journal of Marketing, 1985, v. 49, n. 2, p. 33, doi. 10.1177/002224298504900203
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- Publication type:
- Article
A Behavioral Conception of Retail Image.
- Published in:
- Journal of Marketing, 1968, v. 32, n. 4, p. 21, doi. 10.2307/1249333
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- Publication type:
- Article
Restoring Customer Confidence.
- Published in:
- Marketing Health Services, 2004, v. 24, n. 1, p. 14
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- Publication type:
- Article
Patients' Commitment to Their Primary Physician and Why It Matters.
- Published in:
- Annals of Family Medicine, 2008, v. 6, n. 1, p. 6, doi. 10.1370/afm.757
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- Publication type:
- Article
Healthy Returns.
- Published in:
- Quality Progress, 2012, v. 45, n. 10, p. 32
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- Publication type:
- Article
Relationship Marketing of Services--Growing Interest, Emerging Perspectives.
- Published in:
- Journal of the Academy of Marketing Science, 1995, v. 23, n. 4, p. 236, doi. 10.1177/009207039502300402
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- Publication type:
- Article
The Nature and Determinants of Customer Expectations of Service.
- Published in:
- Journal of the Academy of Marketing Science, 1993, v. 21, n. 1, p. 1
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- Publication type:
- Article
A Framework for Conducting a Services Marketing Audit.
- Published in:
- Journal of the Academy of Marketing Science, 1991, v. 19, n. 3, p. 255, doi. 10.1007/BF02726500
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- Publication type:
- Article
Reclaiming Healthcare's Healing Mission for a Sustainable Future.
- Published in:
- Journal of Service Research, 2024, v. 27, n. 1, p. 6, doi. 10.1177/10946705231198024
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- Publication type:
- Article
In Reply: Where Reshaping Communications in Healthcare Service Begins.
- Published in:
- Journal of Service Research, 2023, v. 26, n. 4, p. 517, doi. 10.1177/10946705231194610
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- Publication type:
- Article
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework.
- Published in:
- Journal of Service Research, 2023, v. 26, n. 4, p. 493, doi. 10.1177/10946705231190018
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- Publication type:
- Article
When the Aims and the Ends of Health Care Misalign.
- Published in:
- Journal of Service Research, 2022, v. 25, n. 1, p. 160, doi. 10.1177/1094670520975150
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- Publication type:
- Article
Service Safety in the Pandemic Age.
- Published in:
- 2020
- By:
- Publication type:
- Editorial
You Say You Want a Revolution? Drawing on Social Movement Theory to Motivate Transformative Change.
- Published in:
- Journal of Service Research, 2015, v. 18, n. 3, p. 336, doi. 10.1177/1094670515582037
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- Publication type:
- Article
Motivating Customers to Adhere to Expert Advice in Professional Services: A Medical Service Context.
- Published in:
- Journal of Service Research, 2015, v. 18, n. 1, p. 39, doi. 10.1177/1094670514539567
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- Publication type:
- Article
The Effect of the Servicescape on Service Workers.
- Published in:
- Journal of Service Research, 2008, v. 10, n. 3, p. 220, doi. 10.1177/1094670507310770
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- Publication type:
- Article
A Fertile Field for Service Research.
- Published in:
- Journal of Service Research, 2007, v. 10, n. 2, p. 111, doi. 10.1177/1094670507306682
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- Publication type:
- Article
An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery.
- Published in:
- Journal of Service Research, 2000, v. 3, n. 2, p. 121, doi. 10.1177/109467050032002
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- Publication type:
- Article
Teaching an Old Service New Tricks: The Promise of Service Redesign.
- Published in:
- Journal of Service Research, 2000, v. 2, n. 3, p. 265, doi. 10.1177/109467050023004
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- Publication type:
- Article
Opportunities for Innovation in the Delivery of Interactive Retail Services.
- Published in:
- Journal of Interactive Marketing, 2010, v. 24, n. 2, p. 155, doi. 10.1016/j.intmar.2010.02.001
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- Publication type:
- Article
Service Innovativeness and Firm Value.
- Published in:
- Journal of Marketing Research (JMR), 2013, v. 50, n. 2, p. 259, doi. 10.1509/jmr.10.0426
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- Publication type:
- Article
IN PURSUIT OF CONSUMER THEORY.
- Published in:
- Decision Sciences, 1970, v. 1, n. 1/2, p. 25, doi. 10.1111/j.1540-5915.1970.tb00765.x
- By:
- Publication type:
- Article
Health Care Organizations Should Be as Generous as Their Workers.
- Published in:
- 2021
- By:
- Publication type:
- Editorial
Innovations in Access to Care: A Patient-Centered Approach.
- Published in:
- Annals of Internal Medicine, 2003, v. 139, n. 7, p. 568, doi. 10.7326/0003-4819-139-7-200310070-00009
- By:
- Publication type:
- Article
UM MODELO CONCEITUAL DE QUALIDADE DE SERVIÇO E SUAS IMPLICAÇÕES PARA A PESQUISA NO FUTURO.
- Published in:
- RAE: Revista de Administração de Empresas, 2006, v. 46, n. 4, p. 96
- By:
- Publication type:
- Article
An "Essential Services" Workforce for Crisis Response.
- Published in:
- Journal of Public Policy & Marketing, 2021, v. 40, n. 1, p. 92, doi. 10.1177/0743915620928111
- By:
- Publication type:
- Article
STRATEGIC TEAMWORK IN HEALTH CARE: THE ESSENTIAL ROLE OF PHYSICIANS.
- Published in:
- Physician Leadership Journal, 2015, v. 2, n. 2, p. 34
- By:
- Publication type:
- Article
Guidelines for Conducting Service Quality Research.
- Published in:
- Marketing Research, 1990, v. 2, n. 4, p. 34
- By:
- Publication type:
- Article
Understanding Service Convenience.
- Published in:
- Journal of Marketing, 2002, v. 66, n. 3, p. 1, doi. 10.1509/jmkg.66.3.1.18505
- By:
- Publication type:
- Article
Learning to Write, Writing to Learn.
- Published in:
- 1998
- By:
- Publication type:
- Book Review
The Behavioral Consequences of Service Quality.
- Published in:
- Journal of Marketing, 1996, v. 60, n. 2, p. 31, doi. 10.1177/002224299606000203
- By:
- Publication type:
- Article
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research.
- Published in:
- Journal of Marketing, 1994, v. 58, n. 1, p. 111, doi. 10.1177/002224299405800109
- By:
- Publication type:
- Article
Fable Hospital 2.0: The Business Case for Building Better Health Care Facilities.
- Published in:
- 2011
- By:
- Publication type:
- Essay
Pricing hybrid bundles by understanding the drivers of willingness to pay.
- Published in:
- Journal of the Academy of Marketing Science, 2018, v. 46, n. 3, p. 497, doi. 10.1007/s11747-017-0546-5
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- Publication type:
- Article
Cultivating Service Brand Equity.
- Published in:
- Journal of the Academy of Marketing Science, 2000, v. 28, n. 1, p. 128, doi. 10.1177/0092070300281012
- By:
- Publication type:
- Article
Shared decision making with breast cancer patients: impact on patient engagement and fear of recurrence. Protocol for a Danish randomized trial in radiotherapy (DBCG RT SDM).
- Published in:
- Acta Oncologica, 2021, v. 60, n. 8, p. 1032, doi. 10.1080/0284186X.2021.1921261
- By:
- Publication type:
- Article
A Conceptual Framework for the Domain of Evidence-Based Design.
- Published in:
- Health Environments Research & Design Journal (HERD) (Vendome Group LLC), 2010, v. 4, n. 1, p. 95, doi. 10.1177/193758671000400107
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- Publication type:
- Article
Letters to the Editors.
- Published in:
- 2009
- By:
- Publication type:
- Letter
Service Clues and Customer Assessment of the Service Experience: Lessons from Marketing.
- Published in:
- Academy of Management Perspectives, 2006, v. 20, n. 2, p. 43, doi. 10.5465/AMP.2006.20591004
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- Publication type:
- Article
Consumption without ownership: What it means for business.
- Published in:
- Management Review, 1973, v. 62, n. 9, p. 44
- By:
- Publication type:
- Article
Practical Ideas for Improving the Quality of Hospice Care.
- Published in:
- Journal of Palliative Medicine, 2017, v. 20, n. 5, p. 449, doi. 10.1089/jpm.2017.0016
- By:
- Publication type:
- Article
Service Guarantees Have a Place in Health Care.
- Published in:
- 2019
- By:
- Publication type:
- journal article
Lessons That Patient-Centered Medical Homes Can Learn From the Mistakes of HMOs.
- Published in:
- Annals of Internal Medicine, 2010, v. 152, n. 3, p. 182, doi. 10.7326/0003-4819-152-3-201002020-00011
- By:
- Publication type:
- Article
Service fairness: What it is and why it matters.
- Published in:
- Academy of Management Executive, 1998, v. 12, n. 2, p. 8, doi. 10.5465/AME.1998.650513
- By:
- Publication type:
- Article
Improving service quality in America: Lessons learned.
- Published in:
- Academy of Management Executive, 1994, v. 8, n. 2, p. 32, doi. 10.5465/AME.1994.9503101072
- By:
- Publication type:
- Article
Team-Based Care at Mayo Clinic: A Model for ACOs.
- Published in:
- Journal of Healthcare Management, 2014, v. 59, n. 1, p. 9, doi. 10.1097/00115514-201401000-00003
- By:
- Publication type:
- Article
A Roadmap for Improving Healthcare Service Quality.
- Published in:
- Journal of Healthcare Management, 2011, v. 56, n. 6, p. 385, doi. 10.1097/00115514-201111000-00007
- By:
- Publication type:
- Article