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References

1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives108,592 cited
1991Culture and the Self: Implications for Cognition, Emotion, and Motivation21,977 cited
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
1993Cultures and Organizations: Software of the Mind.17,690 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
1989EQS : structural equations program manual9,698 cited
1994Marketing Research: An Applied Orientation7,087 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1976Individualism and Collectivism6,058 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1989The self and social behavior in differing cultural contexts.5,019 cited
1988The Confucius connection: From cultural roots to economic growth4,383 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

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3,422 cited

1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited

Cited by

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2013The paths from service quality dimensions to customer loyalty83 cited
2013Customer Personal Features as Determinants of the Formation Process of Corporate Social Responsibility Perceptions72 cited
2011Prior Relationships and Consumer Responses to Service Failures: A Cross-Cultural Study57 cited
2022Online service failure: antecedents, moderators and consequences56 cited
2016Cultural influences on expectations and evaluations of service quality in emerging markets51 cited
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