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Measuring and applying the PAKSERV service quality construct
16 references·2 citing·41 second hop
Measuring and applying the PAKSERV service quality construct (2008)Measuring and applying the PAKSERV servic…Alternative measures of service quality: a review (2008)Alternative measures of servi…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…The Relationships between Culture and Service Quality Perceptions (2000)The Relationships between Cul…Structural equation modeling with AMOS: basic concepts, applications, and programming (2000)Structural equation modeling …Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…The Role of Culture in the Service Evaluation Process (1999)The Role of Culture in the Se…Brand Positioning through Advertising in Asia, North America, and Europe: The Role of Global Consumer Culture (1999)Brand Positioning through Adv…Cultural Influences on Service Quality Expectations (1998)Cultural Influences on Servic…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Emotional Labor in Service Roles: The Influence of Identity (1993)Emotional Labor in Service Ro…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …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…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Designing Research for Application (1981)Designing Research for Applic…Relationship between Service Quality and Behavioral Intentions: The Mediating Effect of Customer Satisfaction (2017)Relationship between Service …Cultural values and consumers’ expectations and perceptions of service encounter quality (2016)Cultural values and consumers…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A measure of service quality for retail stores: Scale development and validation (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Statistical principles in experimental design. (1962)Experimental and Quasi-Experimental Designs for Research (1963)The Structure of Scientific Revolutions (1963)A Framework for Conceptual Contributions in Marketing (2011)Large-Scale Psychological Differences Within China Explained by Rice Versus Wheat Agriculture (2014)Sample Size for Survey Research: Review and Recommendations (2020)The Presentation of Self in Everyday Life. (1956)Stress, appraisal, and coping (1985)The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)Emotional Labor and Burnout: Comparing Two Perspectives of “People Work” (2002)WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY. (2003)Stress: Appraisal and Coping (2013)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)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer Engagement (2011)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)The relationship marketing process: communication, interaction, dialogue, value (2004)Re-conceptualizing Information System Success: The IS-Impact Measurement Model (2008)Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)In Search of Golden Rules: Comment on Hypothesis-Testing Approaches to Setting Cutoff Values for Fit Indexes and Dangers in Overgeneralizing Hu and Bentler's (1999) Findings (2004)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)Using PLS path modeling in new technology research: updated guidelines (2016)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2000Structural equation modeling with AMOS: basic concepts, applications, and programming17,968 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1993Emotional Labor in Service Roles: The Influence of Identity3,271 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1981Designing Research for Application1,805 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 1999Brand Positioning through Advertising in Asia, North America, and Europe: The Role of Global Consumer Culture1,012 cited
  • 2000The Relationships between Culture and Service Quality Perceptions798 cited
  • 1998Cultural Influences on Service Quality Expectations772 cited
  • 1999

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The Role of Culture in the Service Evaluation Process
448 cited
  • 2008Alternative measures of service quality: a review406 cited
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    • 2017Relationship between Service Quality and Behavioral Intentions: The Mediating Effect of Customer Satisfaction24 cited
    • 2016Cultural values and consumers’ expectations and perceptions of service encounter quality23 cited