this work references cited by second hopReferences
- 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
- 2007Mail and internet surveys : the tailored design method9,606 cited
- 1990Practical Research: Planning and Design9,309 cited
- 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
- 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
- 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
- 1992An empirical assessment of the SERVQUAL scale2,126 cited
- 2000Web Surveys2,079 cited
- 1996A Reexamination of the Determinants of Consumer Satisfaction1,904 cited
- 1990Consumer Behavior and Marketing Strategy1,768 cited
- 1992Designing and Conducting Survey Research: A Comprehensive Guide1,768 cited
- 1988Response Determinants in Satisfaction Judgments1,685 cited
- 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
- 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
- 1983
Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work