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Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis
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Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis (2015)Measuring Service Quality Expectation and…The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…Relational Benefits in Services Industries: The Customer's Perspective (1998)Relational Benefits in Servic…Not So Different After All: A Cross-Discipline View Of Trust (1998)Not So Different After All: A…Dimensions of Brand Personality (1997)Dimensions of Brand Personali…Customer value: The next source for competitive advantage (1997)Customer value: The next sour…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectThe Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Zero defections: quality comes to services. (1990)Zero defections: quality come…Trust in close relationships. (1985)Trust in close relationships.Principles of Marketing (1972)Principles of MarketingA new scale for the measurement of interpersonal trust1 (1967)A new scale for the measureme…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Consumer perceived value: The development of a multiple item scale (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advances in Consumer Research (2025)Prospect Theory: An Analysis of Decision under Risk (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Behavioral Consequences of Service Quality (1996)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)Understanding Attitudes and Predicting Social Behavior (1980)Whence Consumer Loyalty? (1999)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)The Evolution of Cooperation (1981)Economic Action and Social Structure: The Problem of Embeddedness (1985)Institutions, Institutional Change and Economic Performance (1990)On the dimensionality of organizational justice: A construct validation of a measure. (2001)Developing and Validating Trust Measures for e-Commerce: An Integrative Typology (2002)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Comparative fit indexes in structural models. (1990)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Developing and validating a multidimensional consumer-based brand equity scale (2001)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Whence Consumer Loyalty? (1999)Classifying Services to Gain Strategic Marketing Insights (1983)Understanding Service Convenience (2002)Effects of innovation types on firm performance (2011)
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References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1998Not So Different After All: A Cross-Discipline View Of Trust10,264 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1972Principles of Marketing5,587 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1997Dimensions of Brand Personality5,056 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1997Customer value: The next source for competitive advantage4,662 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1967A new scale for the measurement of interpersonal trust13,501 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1985Trust in close relationships.3,129 cited
  • 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited

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  • 1995Why Satisfied Customers Defect2,226 cited
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