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
• 1982Out of the Crisis7,278 cited
• 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
• 1984Attractive Quality and Must-Be Quality3,436 cited
• 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
• 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
• 1990Tourism: Principles, Practices, Philosophies1,411 cited
• 1990Delivering Quality Service1,326 cited
• 1994Quality from Customer Needs to Customer Satisfaction744 cited
• 2016Consumer Behaviour in Tourism388 cited
• 2001Integrating SERVQUAL and Kano’s model into QFD for service excellence development385 cited
• 2001Customer perceptions of service quality: A critique270 cited
• 1997The importance of cross-cultural expectations in the measurement of service quality perceptions in the hotel industry229 cited
• 1987Technology in Services223 cited