Ananthanarayanan Parasuraman

Professor

  • 21541 Citations
1975 …2020

Research output per year

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Research Output

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Article
2020

More than a feeling? Toward a theory of customer delight

Parasuraman, A., Ball, J., Aksoy, L., Keiningham, T. L. & Zaki, M., 2020, (Accepted/In press) In : Journal of Service Management.

Research output: Contribution to journalArticle

2017

Demographics, attitudes, and technology readiness: A cross-cultural analysis and model validation

Rojas-Méndez, J. I., Parasuraman, A. & Papadopoulos, N., 2017, In : Marketing Intelligence and Planning. 35, 1, p. 18-39 22 p.

Research output: Contribution to journalArticle

21 Scopus citations

The Future of Frontline Research: Invited Commentaries

Rafaeli, A., Altman, D., Gremler, D. D., Huang, M. H., Grewal, D., Iyer, B., Parasuraman, A. & de Ruyter, K., Feb 1 2017, In : Journal of Service Research. 20, 1, p. 91-99 9 p.

Research output: Contribution to journalArticle

54 Scopus citations

When Service Customers Do Not Consume in Isolation: A Typology of Customer Copresence Influence Modes (CCIMs)

Colm, L., Ordanini, A. & Parasuraman, A., Aug 1 2017, In : Journal of Service Research. 20, 3, p. 223-239 17 p.

Research output: Contribution to journalArticle

22 Scopus citations
2016

Linking service design to value creation and service research

Andreassen, T. W., Kristensson, P., Lervik-Olsen, L., Parasuraman, A., McColl-Kennedy, J. R., Edvardsson, B. & Colurcio, M., Mar 21 2016, In : Journal of Service Management. 27, 1, p. 21-29 9 p.

Research output: Contribution to journalArticle

50 Scopus citations
2015

An Updated and Streamlined Technology Readiness Index: TRI 2.0

Parasuraman, A. & Colby, C. L., Feb 19 2015, In : Journal of Service Research. 18, 1, p. 59-74 16 p.

Research output: Contribution to journalArticle

171 Scopus citations

Service Research Priorities in a Rapidly Changing Context

Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L. & Voss, C. A., May 18 2015, In : Journal of Service Research. 18, 2, p. 127-159 33 p.

Research output: Contribution to journalArticle

555 Scopus citations
2014

When the Recipe Is More Important Than the Ingredients: A Qualitative Comparative Analysis (QCA) of Service Innovation Configurations

Ordanini, A., Parasuraman, A. & Rubera, G., May 2014, In : Journal of Service Research. 17, 2, p. 134-149 16 p.

Research output: Contribution to journalArticle

272 Scopus citations
2013

Do customer relationships mitigate or amplify failure responses?

Kaltcheva, V. D., Winsor, R. D. & Parasuraman, A., Apr 1 2013, In : Journal of Business Research. 66, 4, p. 525-532 8 p.

Research output: Contribution to journalArticle

28 Scopus citations

Exploring the Zone of Tolerance for Internal Customers in IT-Enabled Call Centers

Hsieh, J. J. P. A., Sharma, P., Rai, A. & Parasuraman, A., Aug 1 2013, In : Journal of Service Research. 16, 3, p. 277-294 18 p.

Research output: Contribution to journalArticle

9 Scopus citations

Understanding Generation Y and their use of social media: A review and research agenda

Bolton, R. N., Parasuraman, A., Hoefnagels, A., Migchels, N., Kabadayi, S., Gruber, T., Loureiro, Y. K. & Solnet, D., Jun 1 2013, In : Journal of Service Management. 24, 3, p. 245-267 23 p.

Research output: Contribution to journalArticle

462 Scopus citations
2012

The behavioral consequences of repeated flight delays

Ferrer, J. C., Rocha e Oliveira, P. & Parasuraman, A., May 1 2012, In : Journal of Air Transport Management. 20, p. 35-38 4 p.

Research output: Contribution to journalArticle

7 Scopus citations
2011

Algunas reflexiones sobre mi trayectoria: Cómo publicar y contribuir de modo significativo en un campo del conocimiento

Translated title of the contribution: Some reflections on my career, publishing, and contributing significantly to a fieldParasuraman, A., Dec 1 2011, In : Innovar. 21, 42, p. 5-16 12 p.

Research output: Contribution to journalArticle

1 Scopus citations

Crowd-funding: Transforming customers into investors through innovative service platforms

Ordanini, A., Miceli, L., Pizzetti, M. & Parasuraman, A., Aug 9 2011, In : Journal of Service Management. 22, 4, p. 443-470 28 p.

Research output: Contribution to journalArticle

410 Scopus citations

Service innovation viewed through a service-dominant logic lens: A conceptual framework and empirical analysis

Ordanini, A. & Parasuraman, A., Jan 2011, In : Journal of Service Research. 14, 1, p. 3-23 21 p.

Research output: Contribution to journalArticle

328 Scopus citations
2010

Opportunities for innovation in the delivery of interactive retail services

Berry, L. L., Bolton, R. N., Bridges, C. H., Meyer, J., Parasuraman, A. & Seiders, K., May 1 2010, In : Journal of Interactive Marketing. 24, 2, p. 155-167 13 p.

Research output: Contribution to journalArticle

64 Scopus citations
50 Scopus citations

The impact of customers' relational models on price-based defection

Kaltcheva, V. D., Winsor, R. D. & Parasuraman, A., Jan 1 2010, In : Journal of Marketing Theory and Practice. 18, 1, p. 5-22 18 p.

Research output: Contribution to journalArticle

11 Scopus citations
2009

A design theory approach to building strategic network-based Customer service systems

Brohman, M. K., Piccoli, G., Martin, P., Zulkernine, F., Parasuraman, A. & Watson, R. T., Aug 1 2009, In : Decision Sciences. 40, 3, p. 403-430 28 p.

Research output: Contribution to journalArticle

32 Scopus citations

An interdisciplinary approach to assessing the characteristics and sales potential of modern salespeople

Reday, P. A., Marshall, R. & Parasuraman, A., Oct 1 2009, In : Industrial Marketing Management. 38, 7, p. 838-844 7 p.

Research output: Contribution to journalArticle

11 Scopus citations

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M. & Schlesinger, L. A., Mar 1 2009, In : Journal of Retailing. 85, 1, p. 31-41 11 p.

Research output: Contribution to journalArticle

966 Scopus citations

Personality-Relatedness and Reciprocity framework for analyzing retailer-consumer interactions

Kaltcheva, V. D. & Parasuraman, A., Jun 1 2009, In : Journal of Business Research. 62, 6, p. 601-608 8 p.

Research output: Contribution to journalArticle

12 Scopus citations

Process completeness: Strategies for aligning service systems with customers' service needs

Piccoli, G., Brohman, M. K., Watson, R. T. & Parasuraman, A., Jul 1 2009, In : Business Horizons. 52, 4, p. 367-376 10 p.

Research output: Contribution to journalArticle

20 Scopus citations
2008

The effects of the dimensions of technology readiness on technology acceptance: An empirical analysis

Lam, S. Y., Chiang, J. & Parasuraman, A., Jan 1 2008, In : Journal of Interactive Marketing. 22, 4, p. 19-39 21 p.

Research output: Contribution to journalArticle

57 Scopus citations
2006

Developing successful technology-based services: The issue of identifying and involving innovative users

Matthing, J., Kristensson, P., Gustafsson, A. & Parasuraman, A., Aug 1 2006, In : Journal of Services Marketing. 20, 5, p. 288-297 10 p.

Research output: Contribution to journalArticle

101 Scopus citations

Modeling opportunities in service recovery and customer-managed interactions

Parasuraman, A., Nov 1 2006, In : Marketing Science. 25, 6, p. 590-593 4 p.

Research output: Contribution to journalArticle

28 Scopus citations
2005

E-S-QUAL a multiple-item scale for assessing electronic service quality

Parasuraman, A., Zeithaml, V. A. & Malhotra, A., Feb 1 2005, In : Journal of Service Research. 7, 3, p. 213-233 21 p.

Research output: Contribution to journalArticle

1761 Scopus citations

Succeeding in the Big Middle through technology

Sethuraman, R. & Parasuraman, A., Jan 1 2005, In : Journal of Retailing. 81, 2 SPEC. ISS., p. 107-111 5 p.

Research output: Contribution to journalArticle

42 Scopus citations
2004

A mathematical model of service failure and recovery strategies

Zhu, Z., Sivakumar, K. & Parasuraman, A., Jan 1 2004, In : Decision Sciences. 35, 3, p. 493-525 33 p.

Research output: Contribution to journalArticle

49 Scopus citations
60 Scopus citations

Net-based customer service systems: Evolution and revolution in Web site functionalities

Piccoli, G., Brohman, M. K., Watson, R. T. & Parasuraman, A., Jan 1 2004, In : Decision Sciences. 35, 3, p. 423-455 33 p.

Research output: Contribution to journalArticle

126 Scopus citations
2003

Conducting measurement validation with experimental data: Cautions and recommendations

Voss, G. B. & Parasuraman, A., Feb 1 2003, In : Marketing Letters. 14, 1, p. 59-73 15 p.

Research output: Contribution to journalArticle

11 Scopus citations
2002

Foreword

Parasuraman, A., Aug 1 2002, In : Performance Measurement and Metrics. 3, 2, p. 30-33 4 p.

Research output: Contribution to journalArticle

1 Scopus citations

Marketing Actions and the Value of Customer Assets: A Framework for Customer Asset Management

Berger, P. D., Bolton, R. N., Bowman, D., Briggs, E., Kumar, V., Parasuraman, A. & Terry, C., 2002, In : Journal of Service Research. 5, 1, p. 39-54 16 p.

Research output: Contribution to journalArticle

151 Scopus citations

Service quality and productivity: A synergistic perspective

Parasuraman, A., Feb 1 2002, In : Managing Service Quality: An International Journal. 12, 1, p. 6-9 4 p.

Research output: Contribution to journalArticle

125 Scopus citations

The influence of multiple store environment cues on perceived merchandise value and patronage intentions

Baker, J., Parasuraman, A., Grewal, D. & Voss, G. B., Apr 1 2002, In : Journal of Marketing. 66, 2, p. 120-141 22 p.

Research output: Contribution to journalArticle

1050 Scopus citations
2000

Superior Customer Service and Marketing Excellence: Two Sides of the Same Success Coin

Parasuraman, A., Jul 1 2000, In : Vikalpa. 25, 3, p. 3-14 12 p.

Research output: Contribution to journalArticle

11 Scopus citations
1080 Scopus citations

The impact of technology on the quality-value-loyalty chain: A research agenda

Parasuraman, A. & Grewal, D., Jan 1 2000, In : Journal of the Academy of Marketing Science. 28, 1, p. 168-174 7 p.

Research output: Contribution to journalArticle

847 Scopus citations
1998

Customer service in business-to-business markets: An agenda for research

Parasuraman, A., Jan 1 1998, In : Journal of Business and Industrial Marketing. 13, 5, p. 309-321 13 p.

Research output: Contribution to journalArticle

158 Scopus citations

The roles of price, performance, and expectations in determining satisfaction in service exchanges

Voss, G. B., Parasuraman, A. & Grewal, D., Oct 1998, In : Journal of Marketing. 62, 4, p. 46-61 16 p.

Research output: Contribution to journalArticle

363 Scopus citations
1997
51 Scopus citations
1996

The behavioral consequences of service quality

Zeithaml, V. A., Berry, L. L. & Parasuraman, A., Apr 1996, In : Journal of Marketing. 60, 2, p. 31-46 16 p.

Research output: Contribution to journalArticle

5146 Scopus citations
1994

Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria

Parasuraman, A., Zeithaml, V. A. & Berry, L. L., Jan 1 1994, In : Journal of Retailing. 70, 3, p. 201-230 30 p.

Research output: Contribution to journalArticle

778 Scopus citations
30 Scopus citations
698 Scopus citations
1993

Building a new academic field-The case of services marketing

Berry, L. L. & Parasuraman, A., Jan 1 1993, In : Journal of Retailing. 69, 1, p. 13-60 48 p.

Research output: Contribution to journalArticle

152 Scopus citations

More on improving service quality measurement

Parasuraman, A., Berry, L. L. & Zeithaml, V. A., Jan 1 1993, In : Journal of Retailing. 69, 1, p. 140-147 8 p.

Research output: Contribution to journalArticle

380 Scopus citations

The nature and determinants of customer expectations of service

Zeithaml, V. A., Berry, L. L. & Parasuraman, A., Dec 1 1993, In : Journal of the Academy of Marketing Science. 21, 1, p. 1-12 12 p.

Research output: Contribution to journalArticle

1281 Scopus citations
1992

Prescriptions for a service quality revolution in America

Berry, L. L. & Parasuraman, A., Jan 1 1992, In : Organizational Dynamics. 20, 4, p. 5-15 11 p.

Research output: Contribution to journalArticle

68 Scopus citations