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Gaining Competitive Advantages: Analyzing the Gap between Expectations and Perceptions of Service Quality
16 references·1 citing·22 second hop
Gaining Competitive Advantages: Analyzing the Gap between Expectations and Perceptions of Service Quality (2003)Gaining Competitive Advantages: Analyzing…The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)The Roles of Price, Performan…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Understanding Customer Expectations of Service (1991)Understanding Customer Expect…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Importance of logistics services attributes influencing customer satisfaction (2015)Importance of logistics servi…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 1991Understanding Customer Expectations of Service1,403 cited

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  • 1982An Investigation into the Determinants of Customer Satisfaction1,292 cited
  • 1998The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges1,110 cited
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    • 2015Importance of logistics services attributes influencing customer satisfaction27 cited