An exploratory study of a multi‐expectation framework for services

By James Walker, Julie Baker. 2000

186 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/5767f45c3f743cfd0052e340153695fb04200e99

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Jesús Collado
2. Héctor San Martín
3. Kuan-Yu Chen
4. I. Rodríguez del Bosque
5. Maxwell K. Hsu
6. Chun-yang Wang
7. Sameer Hosany

In Organizational Behavior and Human Resource Management

1. Jesús Collado
2. Héctor San Martín
3. Kuan-Yu Chen
4. I. Rodríguez del Bosque

Citations in the corpus

• The role of expectations in the consumer satisfaction formation process: Empirical evidence in the travel agency sector (2006, methodology): “…on the concept of consumer expectations, analysing both the nature of expectations (Miller, 1977; Prakash & Lounsbury, 1984; Tse & Wilton, 1988; Walker & Baker, 2000; Woodruff, Cadotte, & Jenkins, 1983; Zeithaml, Berry, & Parasuraman, 1993) as well as their antecedents (Clow, Kurtz, Ozment, &…”
• Improving importance-performance analysis: the role of the zone of tolerance and competitor performance. the case of Taiwan's hot spring hotels. (2014, background): “Therefore, several scholars have suggested further clarifying the fundamental applications of IPA to evaluate service quality (Matzler, Sauerwein, & Heischmidt, 2003; Walker & Baker, 2000).”