The perceived service quality concept – a mistake?

By C. Grönroos. 2001

623 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/e4860785c569e3fe0fa8b8572266bd42d9973bb4

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. Daniel Nilsson
2. Gobinda Roy
3. Rituparna Basu
4. Kent Eriksson
5. Biplab Datta
6. Katri Kerem
7. S. Mukherjee

In Organizational Behavior and Human Resource Management

1. Daniel Nilsson
2. Gobinda Roy
3. Rituparna Basu
4. Kent Eriksson
5. Biplab Datta
6. Katri Kerem
7. S. Mukherjee
8. Hamed Qahri-Saremi

In Sociology and Political Science

1. Gobinda Roy
2. Rituparna Basu
3. Biplab Datta
4. S. Mukherjee

Citations in the corpus

• Customer acceptance of internet banking in Estonia (2005, background): “For instance, relational marketing is based on the premise that a series of transactions are transformed into a relationship (Cook and Emerson, 1978; Grönroos, 2001).”
• Effect of eWOM stimuli and eWOM response on perceived service quality and online recommendation (2020, background): “After checking in, the customer is also expected to perceive the service outcome in the form of ‘process consumption’ (Gronroos, 1988; Grönroos, 2001; Kettinger & Lee, 1994) based on the treatment/service that S/he received at the hotel.”