1 |
Sherry JF Jr. 1990. Dealers and dealing in a periodic market: Informal retailing in ethnographic perspective. J Retailing 66(2):174-200
|
2 |
Shieh KF, Cheng MS. 2007. An empirical study of experiential value and lifestyle and their effects on satisfaction in adolescents: An example using online gaming. Adolescence 42(165):199-215
|
3 |
Shiv B, Huber J. 2000. The impact of anticipating satisfaction on consumer choice. J Consumer Res. 27(2):202-216
DOI
ScienceOn
|
4 |
Shostack GL. 1984. Service Design in the Operating Environment. in William R. George and Claudia R. Marshall(Eds), Developing New Services. Chicago. IL. AMA 27-43
|
5 |
Sirohi N, McLaughlin EW, Wittink DR. 1998. A model of consumer perceptions and store loyalty intention for a supermarket retailer. J Mark. 74(2):223-245
|
6 |
Soderlund M. 2011. Other customers in the retail environment and their impact on the customer's evaluations of the retailer. J Retailing and Consumer Services 18(3):174-182
DOI
ScienceOn
|
7 |
Soderlund M, Rosengren S. 2010. The happy versus unhappy service worker in the service encounter:Assessing the impact on customer satisfaction. J Retailing and Consumer Services 17(2):161-169
DOI
ScienceOn
|
8 |
Solomon MR, Surprenant CF, Czepiel JA, Gutman EG. 1985. A role theory perspective on dyadic interactions: The service encounter. J Mark. 49(1):99-111
|
9 |
Stole L, Wickliffe V, Lee KH. 2004. Attribute belief and spending as antecedents to shopping value. J Business Res. 57(10):1067-1073
DOI
ScienceOn
|
10 |
Wu CHJ. 2007. The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service: The service encounter prospective. Tourism Man. 28(6):1518-1528
|
11 |
Walczak D, Reuter M. 2004. Putting restaurant customers at risk: unsafe food handling as corporate violence. Inter. J Hospitality Man. 23(1):3-13
DOI
ScienceOn
|
12 |
Wu CHJ, Liang RD. 2009. Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurant. Inter. J Hospitality Man. 28(4):586-593
DOI
ScienceOn
|
13 |
Zeithaml VA. 1988. Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. J Mark. 52(3):2-22
DOI
ScienceOn
|
14 |
Andaleeb SS, Conway C. 2006. Customer satisfaction in the restaurant industry: An examination of the transaction-specific model. J Services Mark. 20(1):3-11
DOI
ScienceOn
|
15 |
Anderson JC, Gerbing DW. 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bull 103(3):411-423
DOI
|
16 |
Babin BJ, Darden WR, Griffin M. 1994. Work and/or fun: Measuring hedonic and utilitarian shopping value. J Consumer Res. 20(Mar):644-656
DOI
ScienceOn
|
17 |
Baker J, Cameron M. 1996. The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research proposition. J Aca Mark Science 24(4):338-349
DOI
|
18 |
Baker J, Parasuraman A, Grewal D, Voss GB. 2002. The influence of multiple store environment cues on perceived merchandise value and patronage intentions. J Mark. 66(2):120-141
|
19 |
Baker J. 1987. The role of environment in marketing service: The consumer perspective, in Czepeil, JA., Congram CA. and Shanahan, H.(Eds). the Service Challenge: Intergrating for Competitive Advantage. American Marketing Association. Chicago. IL., pp.79-84.
|
20 |
Bentler PM, Bonett DG. 1980. Significance tests and goodness-of-fit in the analysis of covariance structures. Psychological Bull 88(3):588-600
DOI
|
21 |
Bitner MJ, Booms BH, Mohr LA. 1994. Critical service encounters: The employee's viewpoint. J Mark. 58(4):95-106
DOI
ScienceOn
|
22 |
Bloch PH, Richins ML. 1983. A theoretical model for the study of product importance perceptions. J Mark. 47(Sum):69-81
DOI
ScienceOn
|
23 |
Bitner MJ, Brown SW. 2000. Technology infusion in service encounters. J Aca. Mark Science 28(1):138-149
DOI
ScienceOn
|
24 |
Bitner MJ. 1992. Servicescapes: The impact of physical surroundings on customers and employees. J Mark. 56(2):57-71
DOI
ScienceOn
|
25 |
Bitner MJ, Faranda WT, Hubbert AR, Zeithaml VA. 1997. Customer contributions and roles in service delivery. Inter. J Service Industry Man. 8(3):193-205
DOI
ScienceOn
|
26 |
Bloch PH. 1995. Seeking the ideal form: Product design and consumer response. J Mark. 59(3):16-29
|
27 |
Brocato ED, Kleiser SB. 2005. Influence of other customers: A scale development. American Mark Association Conference Proceedings 16:128
|
28 |
Brocato ED, Voorhees CM, Baker J. 2012. Understanding the influence of cues from other customers in the service experience: a scale development and validation. J Retailing. In Press. Corrected Proof. Available online 28 February 2012.
|
29 |
Brown SW, Swartz TA. 1989. A gap analysis of professional service quality. J Mark. 53(Apr):92-98
DOI
ScienceOn
|
30 |
Cox AD, Cox D, Anderson RD. 2003. Reassessing the pleasure of store shopping. J Business Res. 58(3):250-259
|
31 |
Coye RW. 2004. Managing customer expectations in the service encounter. Inter. J Service Industry Man. 15(1):54-71
DOI
ScienceOn
|
32 |
Dick AS, Basu K. 1994. Customer loyalty: Toward an integrated conceptual framework. J Academy of Mark. Science 22(2):99-113
DOI
|
33 |
Fishbein M, Ajzen I. 1975. Belief, attitude, intention and behavior: An introduction to theory and research. Reading. Addison-Wesley. MA: USA.
|
34 |
Grace D. 2009. An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters. J Retailing and Consumer Services 16(1):1-9
DOI
ScienceOn
|
35 |
Fisk RP, Brown SW, Bitner MJ. 1993. Tracking the evolution of the service marketing literature. J Retailing 69(1):13-60
DOI
ScienceOn
|
36 |
Fornell C, Larcker DF. 1981. Evaluating structural equation models with unobservable variables and measurement error. J Mark Res. 18(1):39-50
DOI
ScienceOn
|
37 |
Gil I, Berenguer G, Cervera A. 2008. The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships. Industrial Mark Man. 37(8):921-939
DOI
ScienceOn
|
38 |
Griffin M, Babin BJ, Modianos D. 2000. Shopping values of Russian consumers: The impact of habituation in a developing economy. J Retailing 76(2):33-52
DOI
ScienceOn
|
39 |
Grove SJ, Fisk RP, Dorsch MJ. 1998. Assessing the theatrical components of the service encounter: A cluster analysis examination. Service Industries J 18:116-134
DOI
ScienceOn
|
40 |
Ha JY, Jang SC. 2010. Perceived value, satisfaction and behavioral intentions: The role of familiarity in Korean restaurant. Inter. J Hospitality Man. 29(1):2-13
DOI
ScienceOn
|
41 |
Hair JFJr, Anderson RE, Tatham RL, Black WC. 2006. Multivariate data analysis with readings. 6th ed., Macmillam Publishing Company. NY: USA.
|
42 |
Harris R, Kim H, Baron S. 2003. Theatrical service experiences dramatic script development with employees. Inter. J Service Industry Man. 14(2):184-199
DOI
ScienceOn
|
43 |
Heskett JL, Jones TO, Loveman GW, Sasser WE, Schlesinger LA. 2004. Putting the service-profit chain to work. Harvard Business Rev. 72(2):164-174
|
44 |
Lovelock CH, Wirtz J. 2004. Service marketing. 5th ed., Prentice-Hall. Englewood Cliffs. NJ: USA.
|
45 |
Hirschman EC, Holbrook NB. 1982. Hedonic consumption: Emerging concepts, methods and propositions. J Mark. 46(3):92-101
|
46 |
Jones MA, Reynolds KE, Aronold MJ. 2006. Hedonic and utilitarian value: Investigating differential effects on retail outcomes. J Business Res. 59(9):974-981
DOI
ScienceOn
|
47 |
Keng CJ, Huanng TL, Zheng LJ. 2007. Modeling service encounters and customer experiential value in retailing. Inter. J Service Industry Man. 18(4):349-369
DOI
ScienceOn
|
48 |
Martin CL, Pranter CA. 1991. Compatibility management: roles in service performers. J Services Mark. 5(2):43-53
DOI
|
49 |
Mathwick C, Malhotra NK, Rigdon E. 2001. Experiential value: Conceptualization, measurement and application in the catalog and internet shopping environment. J Retailing 77(1):39-56
DOI
ScienceOn
|
50 |
Miao L, Mattila AS, Mount D. 2011. Other consumers in service encounters: A script theoretical perspective. Inter. J Hospitality Man. 30(4):933-941
DOI
ScienceOn
|
51 |
Nunnally JC. 1978. Psychometric theory. McGraw-Hill. NY: USA.
|
52 |
O'Curry S, Strahilevitz M. 2001. Probability and mode of acquisition effects on choices between hedonic and utilitarian options. Mark Lett. 21(1):37-49
|
53 |
Pine BJ, Gilmore JH. 1999. The experience economy: Work is theatre and every business a stage. Harvard Business School Press. MA: USA.
|
54 |
Poulsson SHG, Kale SH. 2004. The experience economy and commercial experiences. Mark Rev. 4:267-277
DOI
|
55 |
Reichheld F, Sasser JrWE. 1990. Zero defections: Quality comes to service. Harvard Business Rev. 68(5):105-111
|