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Investigating the Impact of SERVQUAL Dimensions on Customer Satisfaction: The Lessons Learnt from Serbian Travel Agencies
16 references·3 citing·30 second hop
Investigating the Impact of SERVQUAL Dimensions on Customer Satisfaction: The Lessons Learnt from Serbian Travel Agencies (2011)Investigating the Impact of SERVQUAL Dime…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Improving the measurement of service quality (1993)Improving the measurement 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…Competing on the Eight Dimensions of Quality (1987)Competing on the Eight Dimens…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Quality Is Free: The Art of Making Quality Certain (1979)Quality Is Free: The Art of M…Quality-Control Handbook. (1952)Quality-Control Handbook.To Read or Not to Read: Modeling Online Newspaper Reading Satisfaction and Its Impact on Revisit Intention and Word-Of-Mouth (2018)To Read or Not to Read: Model…Five-star quality at three-star prices? Opaque booking and hotel service expectations (2018)Five-star quality at three-st…Assessing Recreational Activities’ Service Quality in Hotels: An Examination of Animation and Spa & Wellness Services (2016)Assessing Recreational Activi…Prospect Theory: An Analysis of Decision under Risk (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Evolving to a New Dominant Logic for Marketing (2003)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Process Capability Indices. (1995)On theory in operations management (1998)THE LAW OF CRIME CONCENTRATION AND THE CRIMINOLOGY OF PLACE* (2015)
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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
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1952Quality-Control Handbook.2,849 cited
  • 1979Quality Is Free: The Art of Making Quality Certain2,574 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1987Competing on the Eight Dimensions of Quality1,691 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited

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  • 1993Improving the measurement of service quality1,197 cited
  • Cited by

    • 2018Five-star quality at three-star prices? Opaque booking and hotel service expectations28 cited
    • 2016Assessing Recreational Activities’ Service Quality in Hotels: An Examination of Animation and Spa & Wellness Services25 cited
    • 2018To Read or Not to Read: Modeling Online Newspaper Reading Satisfaction and Its Impact on Revisit Intention and Word-Of-Mouth6 cited