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After‐sales service quality as an antecedent of customer satisfaction

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References

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1997Structural Equation Modeling: Concepts, Issues, and Applications4,061 cited
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2003Managing the transition from products to services2,328 cited
1977Breaking Free from Product Marketing2,056 cited
1996A measure of service quality for retail stores: Scale development and validation1,921 cited
2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality

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1,857 cited

1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited

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