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Cues used by customers evaluating corporate image in service firms

16 references·16 citing·30 second hopsampled

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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
1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1979Review of Psychometric theory (2nd ed.).11,425 cited
1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1985Problems and Strategies in Services Marketing2,819 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
1986

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Servqual : a multiple-item scale for measuring customer perceptions of service quality

1,857 cited

1987The Role of Imagery in Information Processing: Review and Extensions1,279 cited

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