Ananthanarayanan Parasuraman

Professor

  • 19891 Citations
1975 …2017
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Research Output 1975 2017

  • 19891 Citations
  • 91 Article
  • 4 Conference contribution
  • 1 Chapter
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Article
2017
10 Citations (Scopus)

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

Predictors
Model validation
Cross-cultural analysis
Technology readiness
Demographics
38 Citations (Scopus)

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

effects of technology
emotion
customer
employee
Personnel
12 Citations (Scopus)

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

social isolation
typology
Managers
customer
manager
2016
32 Citations (Scopus)

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

marketing
services
Value creation
Service design
conceptual framework
2015
130 Citations (Scopus)

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

Technology readiness
Mobile commerce
Cloud computing
social media
commerce
436 Citations (Scopus)

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

Information technology
Research priorities
Innovation
Personnel
interdisciplinary research
2014
234 Citations (Scopus)
Innovation
innovation
Hotels
Chemical analysis
New services
2013
23 Citations (Scopus)

Do customer relationships mitigate or amplify failure responses?

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

Research output: Contribution to journalArticle

Customer relationship
Marketers
Service failure
Word-of-mouth
Profitability
9 Citations (Scopus)

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 2013, In : Journal of Service Research. 16, 3, p. 277-294 18 p.

Research output: Contribution to journalArticle

call center
Information technology
tolerance
customer
information technology
384 Citations (Scopus)

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 2013, In : Journal of Service Management. 24, 3, p. 245-267 23 p.

Research output: Contribution to journalArticle

conceptual framework
social media
Social media
Research agenda
Generation Y
2012
3 Citations (Scopus)

The behavioral consequences of repeated flight delays

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

Research output: Contribution to journalArticle

flight
Purchasing
effect
programme
Frequent flyer program
2011
1 Citation (Scopus)

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., 2011, In : Innovar. 21, 42, p. 5-16 12 p.

Research output: Contribution to journalArticle

career
academic career
Collaborative research
Knowledge base
Academic careers
346 Citations (Scopus)

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

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

Research output: Contribution to journalArticle

business service
financial services
music
qualitative analysis
services
297 Citations (Scopus)

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

Lenses
Innovation
innovation
customer ties
firm
2010
55 Citations (Scopus)

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 2010, In : Journal of Interactive Marketing. 24, 2, p. 155-167 13 p.

Research output: Contribution to journalArticle

Innovation
Retail services
Service innovation
Threat
Retailers
47 Citations (Scopus)
Service design
Innovation
Productivity
Service innovation
Service quality
10 Citations (Scopus)

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

Relational model
Threat
Resource commitment
Customer relationship
Price competition
2009
32 Citations (Scopus)

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 2009, In : Decision Sciences. 40, 3, p. 403-430 28 p.

Research output: Contribution to journalArticle

Marketing
Computer science
Information technology
Service system
Design theory
10 Citations (Scopus)

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

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

Research output: Contribution to journalArticle

Interdisciplinary approach
Salespeople
Technology transfer
Consumer markets
Technical skills
825 Citations (Scopus)

Customer Experience Creation: Determinants, Dynamics and Management Strategies

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

Research output: Contribution to journalArticle

Customer experience
Management strategy
Dynamic strategy
Self-service technology
Social environment
1 Citation (Scopus)

JSR's flagship status will continue under a new editor

Parasuraman, A., May 2009, In : Journal of Service Research. 11, 4, p. 315-316 2 p.

Research output: Contribution to journalArticle

editor
12 Citations (Scopus)

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

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

Research output: Contribution to journalArticle

Retailers
Interaction
Relational model
Social sciences
19 Citations (Scopus)

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

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

Research output: Contribution to journalArticle

Customer service
Completeness
Service system
Alliances
Parking
2008
49 Citations (Scopus)

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

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

Research output: Contribution to journalArticle

Technology readiness
Empirical analysis
World Wide Web
Technology acceptance
Optimism
2007
6 Citations (Scopus)

"E-volution" to revolution

Woodall, R. D., Colby, C. L. & Parasuraman, A., Mar 2007, In : Marketing Management. 16, 2, p. 32-34 3 p.

Research output: Contribution to journalArticle

7 Citations (Scopus)

JSR welcomes modeling papers and manuscripts from multiple disciplines

Parasuraman, A., May 2007, In : Journal of Service Research. 9, 4, p. 291-292 2 p.

Research output: Contribution to journalArticle

Modeling
2006
100 Citations (Scopus)

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

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

Research output: Contribution to journalArticle

Technology readiness
New services
Service business
Sample size
New service development
3 Citations (Scopus)

JSR's role as a flagship service journal continues

Parasuraman, A., May 2006, In : Journal of Service Research. 8, 4, p. 291-292 2 p.

Research output: Contribution to journalArticle

83 Citations (Scopus)

Managing customers for value: An overview and research agenda

Kumar, V., Lemon, K. N. & Parasuraman, A., Nov 2006, In : Journal of Service Research. 9, 2, p. 87-94 8 p.

Research output: Contribution to journalArticle

customer
Values
firm
research approach
management
26 Citations (Scopus)

Modeling opportunities in service recovery and customer-managed interactions

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

Research output: Contribution to journalArticle

Interaction
Self-service technology
Service recovery
Modeling
223 Citations (Scopus)

The path to customer centricity

Shah, D., Rust, R. T., Parasuraman, A., Staelin, R. & Day, G. S., Nov 2006, In : Journal of Service Research. 9, 2, p. 113-124 12 p.

Research output: Contribution to journalArticle

customer
firm
organizational culture
commitment
leadership
2005
1622 Citations (Scopus)

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

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

Research output: Contribution to journalArticle

electronics
customer
psychometrics
privacy
Websites
40 Citations (Scopus)

Succeeding in the Big Middle through technology

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

Research output: Contribution to journalArticle

Technology
Retailers
Costs and Cost Analysis
Research
2004
45 Citations (Scopus)

A mathematical model of service failure and recovery strategies

Zhu, Z., Sivakumar, K. & Parasuraman, A., Jun 2004, In : Decision Sciences. 35, 3, p. 493-520 28 p.

Research output: Contribution to journalArticle

Mathematical models
Recovery
Resource allocation
Costs
Managers
60 Citations (Scopus)
quantitative research
research method
qualitative research
marketing
customer
124 Citations (Scopus)

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

Piccoli, G., Brohman, M. K., Watson, R. T. & Parasuraman, A., Jun 2004, In : Decision Sciences. 35, 3, p. 423-449 27 p.

Research output: Contribution to journalArticle

Websites
Taxonomies
Functionality
Web sites
Customer service
2003
10 Citations (Scopus)

Conducting measurement validation with experimental data: Cautions and recommendations

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

Research output: Contribution to journalArticle

Pooling
Coefficients
Confirmatory factor analysis
Exploratory factor analysis
50 Citations (Scopus)

Data completeness: A key to effective net-based customer service systems

Brohman, M. K., Watson, R. T., Piccoli, G. & Parasuraman, A., Jun 2003, In : Communications of the ACM. 46, 6, p. 47-51 5 p.

Research output: Contribution to journalArticle

Completeness
Customers
Industry
E-services
Information Processing
34 Citations (Scopus)

Technology still matters

Colby, C. L. & Parasuraman, A., Jul 2003, In : Marketing Management. 12, 4, p. 28-33 6 p.

Research output: Contribution to journalArticle

E-services
World Wide Web
Services marketing
Household
Statistics
2002
1 Citation (Scopus)

Foreword

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

Research output: Contribution to journalArticle

Foreword
145 Citations (Scopus)

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

Asset management
Marketing
assets
marketing
customer
177 Citations (Scopus)

Marketing to and serving customers through the internet: An overview and research agenda

Parasuraman, A. & Zinkhan, G. M., Sep 2002, In : Journal of the Academy of Marketing Science. 30, 4, p. 286-295 10 p.

Research output: Contribution to journalArticle

World Wide Web
Research agenda
Marketing
Conceptual framework
117 Citations (Scopus)

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

Productivity
Service quality
Boosting
Interlinkage
Leverage
1168 Citations (Scopus)

Service quality delivery through web sites: A critical review of extant knowledge

Zeithaml, V. A., Parasuraman, A. & Malhotra, A., Sep 2002, In : Journal of the Academy of Marketing Science. 30, 4, p. 362-375 14 p.

Research output: Contribution to journalArticle

Web sites
Service quality
World Wide Web
Agenda
Managers
985 Citations (Scopus)

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

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

Research output: Contribution to journalArticle

Patronage
Store environment
Perceived value
Store choice
Shopping experience
2000
94 Citations (Scopus)
Conceptual framework
Linkage
11 Citations (Scopus)

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

Customer service
Marketing
Excellence
Marketing strategy
Intensity of competition
992 Citations (Scopus)
new technology
customer
frustration
psychometrics
qualitative research
793 Citations (Scopus)

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

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

Research output: Contribution to journalArticle

Loyalty
Research agenda
Linkage
Employees
Integrated
1998
152 Citations (Scopus)

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

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

Research output: Contribution to journalArticle

Agenda
Business-to-business market
Customer service