References

• 1990Zero defections: quality comes to services.5,373 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
• 1995Total quality management as competitive advantage: A review and empirical study2,640 cited
• 1992Marketing Services: Competing Through Quality2,178 cited
• 1985What is total quality control the japanese way1,816 cited
• 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
• 1990The profitable art of service recovery.1,447 cited
• 2004The Critical Incident Technique in Service Research1,079 cited
• 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
• 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction956 cited
• 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
• 1993A typology of retail failures and recoveries871 cited
• 2002The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments865 cited
• 2005