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Customers’ service quality perception in automotive repair
16 references·2 citing·33 second hop
Customers’ service quality perception in automotive repair (2015)Customers’ service quality perception in …Service Management and Marketing (2011)Service Management and Market…Exploratory Factor Analysis: A Five-Step Guide for Novices (2010)Exploratory Factor Analysis: …Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations (2002)Culture's Consequences: Compa…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Adapting the SERVQUAL scale to hospital services: an empirical investigation. (1992)Adapting the SERVQUAL scale t…Service management and marketing: managing the moments of truth in service competition (1990)Service management and market…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…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…Survey Methods in Social Investigation. (1958)Survey Methods in Social Inve…Achieving better revenue and customers’ satisfaction with after-sales services (2018)Achieving better revenue and …The moderation influence of warranty on customer satisfaction’s antecedents: an empirical evidence from automotive dealerships (2017)The moderation influence of w…Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Application of Electronic Computers to Factor Analysis (1960)The Scree Test For The Number Of Factors (1966)El análisis factorial exploratorio de los ítems: una guía práctica, revisada y actualizada (2014)Applied Psychometrics: Sample Size and Sample Power Considerations in Factor Analysis (EFA, CFA) and SEM in General (2018)Best practices in exploratory factor analysis: four recommendations for getting the most from your analysis (2020)Digital transforming capability and performance: a microfoundational perspective (2020)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Upper Echelons Theory: An Update (2007)The weirdest people in the world? (2010)Dimensionalizing Cultures: The Hofstede Model in Context (2011)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2002Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations21,666 cited
  • 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
  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 2010Exploratory Factor Analysis: A Five-Step Guide for Novices2,752 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
  • 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
  • 1958Survey Methods in Social Investigation.1,434 cited

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2011
Service Management and Marketing
1,414 cited
  • 1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
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    • 2017The moderation influence of warranty on customer satisfaction’s antecedents: an empirical evidence from automotive dealerships23 cited
    • 2018Achieving better revenue and customers’ satisfaction with after-sales services21 cited