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Developing Customer-Based Measures of Overall Transportation Service Quality in Colorado: Quantitative and Qualitative Approaches
13 references·7 citing·35 second hop
Developing Customer-Based Measures of Overall Transportation Service Quality in Colorado: Quantitative and Qualitative Approaches (1997)Developing Customer-Based Measures of Ove…LATENT VARIABLES IN BUSINESS LOGISTICS RESEARCH: SCALE DEVELOPMENT AND VALIDATION / (1994)LATENT VARIABLES IN BUSINESS …Definition and measurement of quality of service for local public transport management (1993)Definition and measurement of…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Measuring Service Quality in the Travel and Tourism Industry (1991)Measuring Service Quality in …Identifying service gaps in commercial air travel : the first step toward quality improvement (1991)Identifying service gaps in c…A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)A Longitudinal Analysis of th…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs (1989)Users' perceptions of the rel…Linking service quality, customer satisfaction, and behavioral intention. (1989)Linking service quality, cust…Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry (1988)Service Quality Determinants …Category-based versus piecemeal-based affective responses: Developments in schema-triggered affect. (1986)Category-based versus pieceme…Mixing Qualitative and Quantitative Methods: Triangulation in Action (1979)Mixing Qualitative and Quanti…An Overview of Approaches and Methods for Evaluating Public Transport Performance (2022)An Overview of Approaches and…Customer service quality and benchmarking in public transport contracts (2015)Customer service quality and …Improving service quality in highway passenger transportation: a case study using quality function deployment (2014)Improving service quality in …Public transport in a small island of a developing country (2012)Public transport in a small i…Local Public Transport: service quality and tendering contracts (2011)Local Public Transport: servi…SERVICE QUALITY: DEVELOPING A SERVICE QUALITY INDEX (SQI) IN THE PROVISION OF COMMERCIAL BUS CONTRACTS. (2002)SERVICE QUALITY: DEVELOPING A…A Systems Model for Evaluating Transit Performance (2000)A Systems Model for Evaluatin…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Measuring Service Quality: A Reexamination and Extension (1992)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Loss and change (1974)The Sources and Consequences of Embeddedness for the Economic Performance of Organizations: The Network Effect (1996)Determining Validity in Qualitative Inquiry (2000)Toward a Definition of Mixed Methods Research (2007)A Paradigm for Developing Better Measures of Marketing Constructs (1979)The destination product and its impact on traveller perceptions (2000)Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination (2000)Customer-based brand equity for a destination (2007)Marketing Research (1970)The Predictive Validity of Alternative Approaches to Evaluating Quality of a Festival (1995)Examining the Mediating Role of Experience Quality in a Model of Tourist Experiences (2004)Experience-involvement, memorability and authenticity: The service provider's effect on tourist experience (2018)SERVQUAL revisited: a critical review of service quality (1996)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Performance-only measurement of service quality: a replication and extension (2002)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)Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis (1993)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Social stereotypes and information-processing strategies: The impact of task complexity. (1987)Thinking is for doing: Portraits of social cognition from Daguerreotype to laserphoto. (1992)An Examination of the Role of Beneficial Image in Tourist Destination Selection (2000)Environmental Purchasing: Benchmarking Our German Counterparts (1998)The effect of green supply chain management on green performance and firm competitiveness in the context of container shipping in Taiwan (2013)The interaction effects of environmental regulation and technological innovation on regional green growth performance (2017)
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References

  • 1979Mixing Qualitative and Quantitative Methods: Triangulation in Action7,082 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
  • 1989Linking service quality, customer satisfaction, and behavioral intention.935 cited
  • 1986Category-based versus piecemeal-based affective responses: Developments in schema-triggered affect.615 cited
  • 1991Measuring Service Quality in the Travel and Tourism Industry561 cited
  • 1994LATENT VARIABLES IN BUSINESS LOGISTICS RESEARCH: SCALE DEVELOPMENT AND VALIDATION /482 cited
  • 1989Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs214 cited
  • 1988Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry99 cited
  • 1993Definition and measurement of quality of service for local public transport management58 cited
  • 1991Identifying service gaps in commercial air travel : the first step toward quality improvement52 cited

Cited by

  • 2014Improving service quality in highway passenger transportation: a case study using quality function deployment

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32 cited
  • 2015Customer service quality and benchmarking in public transport contracts23 cited
  • 2000A Systems Model for Evaluating Transit Performance16 cited
  • 2012Public transport in a small island of a developing country8 cited
  • 2011Local Public Transport: service quality and tendering contracts6 cited
  • 2022An Overview of Approaches and Methods for Evaluating Public Transport Performance5 cited
  • 2002SERVICE QUALITY: DEVELOPING A SERVICE QUALITY INDEX (SQI) IN THE PROVISION OF COMMERCIAL BUS CONTRACTS.4 cited