References

• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
• 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
• 1996A Reexamination of the Determinants of Consumer Satisfaction1,904 cited
• 1994The Influence of Store Environment on Quality Inferences and Store Image1,538 cited
• 1999A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction1,126 cited
• 2000An examination of the relationship between service quality, customer satisfaction, and store loyalty833 cited
• 1996Customer Contributions to Quality: A Different View of the Customer-Oriented Firm794 cited
• 1999Impact of Participative Service Relationships on Quality, Satisfaction and Retention470 cited
• 2007An integrated model of price, satisfaction and loyalty: an empirical analysis in the service sector397 cited
• 1994The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration