References

• 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
• 1982Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models12,786 cited
• 1991Multitask Principal–Agent Analyses: Incentive Contracts, Asset Ownership, and Job Design6,042 cited
• 1994Putting the Service-Profit Chain to Work3,732 cited
• 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
• 1987Competing on the Eight Dimensions of Quality1,691 cited
• 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
• 1998Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction1,609 cited
• 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
• 2004Customer Satisfaction and Shareholder Value1,336 cited
• 2002Exploring the Locus of Profitable Pollution Reduction1,205 cited
• 2010The Service Profit Chain1,034 cited
• 2006Customer Metrics and Their Impact on Financial Performance916 cited
• 2005Why Do Customer Relationship Management Applications Affect Customer Satisfaction?776 cited
• 2002