References

• 1951Coefficient Alpha and the Internal Structure of Tests43,892 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
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
• 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
• 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
• 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 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
• 1990Service management and marketing: managing the moments of truth in service competition1,899 cited