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Determinants of service quality and impact of service quality and consumer characteristics on channel selection
16 references·5 citing·26 second hop
Determinants of service quality and impact of service quality and consumer characteristics on channel selection (2015)Determinants of service quality and impac…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Marketing Research: An Applied Orientation (1994)Marketing Research: An Applie…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…An Instrument for Measuring the Critical Factors of Quality Management (1989)An Instrument for Measuring t…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Marketing Research: Methodological Foundations (1977)Marketing Research: Methodolo…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…An Index of Factorial Simplicity (1974)An Index of Factorial Simplic…Coefficient Alpha and the Internal Structure of Tests (1951)Coefficient Alpha and the Int…Consumers’ Marketing Channel Choice and the Impact on Logistics and Operations: A Systematic Literature Review of the Fresh Food and Grocery Sector (2024)Consumers’ Marketing Channel …Evaluating Service Quality and Business Outcomes Post-Pandemic: Perspective From Hotels in Emerging Market (2023)Evaluating Service Quality an…EXAMINING THE ROLE OF WORD OF MOUTH IN PURCHASE DECISION: AN INSIGHT FROM FASHION STORE (2022)EXAMINING THE ROLE OF WORD OF…The influence of religious orientation on viewers’ loyalty towards satellite TV channels (2019)The influence of religious or…Identifying the Key Dimensions of Consumer-based Brand Equity Model: A Multivariate Approach (2016)Identifying the Key Dimension…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Atmospherics as a Marketing Tool (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer Engagement (2011)Measurement and prediction (1950)Intraclass correlations: Uses in assessing rater reliability. (1979)The Pittsburgh sleep quality index: A new instrument for psychiatric practice and research (1989)The theory of planned behavior (1991)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Little Jiffy, Mark Iv (1974)Development and validation of a scale for measuring state self-esteem. (1991)Exploratory Factor Analysis: A Guide to Best Practice (2018)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Response Rate and Response Quality of Internet-Based Surveys: An Experimental Study (2004)Introduction (2007)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)An assessment of survey research in POM: from constructs to theory (1998)Comparing Response Rates from Web and Mail Surveys: A Meta-Analysis (2008)
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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
  • 1974An Index of Factorial Simplicity14,857 cited
  • 1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1977Estimating Nonresponse Bias in Mail Surveys10,334 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1994Marketing Research: An Applied Orientation7,087 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1977Marketing Research: Methodological Foundations4,351 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1989An Instrument for Measuring the Critical Factors of Quality Management

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2,032 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • Cited by

    • 2023Evaluating Service Quality and Business Outcomes Post-Pandemic: Perspective From Hotels in Emerging Market24 cited
    • 2019The influence of religious orientation on viewers’ loyalty towards satellite TV channels21 cited
    • 2016Identifying the Key Dimensions of Consumer-based Brand Equity Model: A Multivariate Approach12 cited
    • 2024Consumers’ Marketing Channel Choice and the Impact on Logistics and Operations: A Systematic Literature Review of the Fresh Food and Grocery Sector9 cited
    • 2022EXAMINING THE ROLE OF WORD OF MOUTH IN PURCHASE DECISION: AN INSIGHT FROM FASHION STORE9 cited