References

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• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
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• 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
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• 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
• 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
• 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
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• 1993Customer satisfaction, customer retention, and market share2,151 cited
• 1992An empirical assessment of the SERVQUAL scale2,126 cited
• 1996A measure of service quality for retail stores: Scale development and validation1,921 cited