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Indirect Financial Benefits from Service Quality

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1970Information and Consumer Behavior5,796 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Zero defections: quality comes to services.5,373 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1987Social Ties and Word-of-Mouth Referral Behavior2,389 cited
1993Customer satisfaction, customer retention, and market share2,151 cited
1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
1980Design and marketing of new products1,131 cited
1989Linking service quality, customer satisfaction, and behavioral intention.

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935 cited

1987Advertising and Promotion Management868 cited

Cited by

2006Receiving word-of-mouth from the service customer: An emotion-based effectiveness assessment195 cited
2004Service quality and marketing performance in business‐to‐business markets: exploring the mediating role of client satisfaction157 cited
2011Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image153 cited
2003Validating Key Results Linkages in the Baldrige Performance Excellence Model121 cited
2006Marketing Practices and Performance of Small Service Firms114 cited
1998Measuring and Managing the Benefits of Customer Retention114 cited
2015Modeling Heterogeneity in the Satisfaction, Loyalty Intention, and Shareholder Value Linkage: A Cross-Industry Analysis at the Customer and Firm Levels82 cited
2000Using service quality data for competitive marketing decisions80 cited
1998The Effects of Quality on Business Performance71 cited
2001Service guarantees: a strategic mechanism to minimise customers’ perceived risk in service organisations69 cited
2019Examining differences and similarities between graduate and undergraduate students' user satisfaction with digital libraries65 cited
2007Customer retention measurement in the UAE banking sector64 cited
2011Service Quality and Customers preference of Cellular Mobile Service Providers62 cited
2012A Study on Effect of Brand Credibility on Word of Mouth: With Reference to Internet Service Providers in Malaysia57 cited
1996Mathematical models of service53 cited
2014Impact of country of origin and word of mouth on brand equity50 cited