References

• 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
• 1990Zero defections: quality comes to services.5,373 cited
• 2001Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration2,080 cited
• 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
• 1997Customer voluntary performance: Customers as partners in service delivery1,325 cited
• 1985The Determinants of Salesperson Performance: A Meta-Analysis1,187 cited
• 1987Expectations and Norms in Models of Consumer Satisfaction1,166 cited
• 1998A model of consumer perceptions and store loyalty intentions for a supermarket retailer880 cited
• 1996Customer-sales associate retail relationships859 cited
• 1997Retail relationships and store loyalty: A multi-level perspective807 cited
• 1954City Shoppers and Urban Identification: Observations on the Social Psychology of City Life610 cited
• 1979Retail Management: A Strategic Approach567 cited
• 1985The Determinants of Salesperson Performance: A Meta-Analysis