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Examining the Role of Service Quality in Overall Service Satisfaction
16 references·3 citing·37 second hop
Examining the Role of Service Quality in Overall Service Satisfaction (1998)Examining the Role of Service Quality in …The Nature of Customer Value: An Axiology of Services in the Consumption Experience (1994)The Nature of Customer Value:…Service Quality: Insights and Managerial Implications from the Frontier (1994)Service Quality: Insights and…Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice (1994)Encounter Satisfaction versus…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Improving the measurement of service quality (1993)Improving the measurement of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Linking service quality, customer satisfaction, and behavioral intention. (1989)Linking service quality, cust…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Students' evaluations of university teaching: Dimensionality, reliability, validity, potential baises, and utility. (1984)Students' evaluations of univ…Significance tests and goodness of fit in the analysis of covariance structures. (1980)Significance tests and goodne…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Thirty Years of Research on the Subjective Well-being of Older Americans (1978)Thirty Years of Research on t…Introduction to Structural Equation Models. (1976)Introduction to Structural Eq…A transformative service research agenda: a study of workers’ well-being (2017)A transformative service rese…Service recovery: Literature review and research issues (2011)Service recovery: Literature …The Effect of Brand, Agent, and Price on Consumer Evaluation of Travel Services (2005)The Effect of Brand, Agent, a…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)\nThe use of partial least squares path modeling in international marketing (2009)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)The Commitment-Trust Theory of Relationship Marketing (1994)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)A Reliability Coefficient for Maximum Likelihood Factor Analysis (1973)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)An empirical examination of a model of perceived service quality and satisfaction (1996)The concept of perceived value: a systematic review of the research (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development (1997)The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 (2009)
this work references cited by second hop

References

  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980Significance tests and goodness of fit in the analysis of covariance structures.19,061 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited
  • 1994The Nature of Customer Value: An Axiology of Services in the Consumption Experience1,364 cited
  • 1976Introduction to Structural Equation Models.1,232 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1978Thirty Years of Research on the Subjective Well-being of Older Americans1,053 cited
  • 1984Students' evaluations of university teaching: Dimensionality, reliability, validity, potential baises, and utility.1,017 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 1989Linking service quality, customer satisfaction, and behavioral intention.935 cited
  • 1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice852 cited
  • Cited by

    • 2017A transformative service research agenda: a study of workers’ well-being52 cited
    • 2011Service recovery: Literature review and research issues48 cited
    • 2005The Effect of Brand, Agent, and Price on Consumer Evaluation of Travel Services32 cited