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Service quality, satisfaction, and behavioural intentions

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References

1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 cited
1998Principles and Practice of Structural Equation Modeling36,041 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1991Structural Equations with Latent Variables.17,443 cited
1983Culture's Consequences: International Differences in Work-Related Values.15,062 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1990Zero defections: quality comes to services.5,373 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited

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1995Market Orientation and the Learning Organization4,379 cited

1994Putting the Service-Profit Chain to Work3,732 cited

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