References

• 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
• 1990Delivering Quality Service1,326 cited
• 1994The Importance of Servicescapes in Leisure Service Settings628 cited
• 1985The Service encounter : managing employee/customer interaction in service businesses503 cited
• 1997The Craft of Research460 cited
• 1997On Great Service: A Framework for Action292 cited
• 1996Changing the concept and measure of service quality in academic libraries263 cited
• 1997The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions.216 cited
• 2018Adapting Total Quality Management (TQM) to Government190 cited
• 1992Adapting Total Quality Management (TQM) to Government187 cited
• 1996The dynamics of service: Reflections on the changing nature of customer-provider interactions146 cited
• 1995Impact of waiting attribution and consumer's mood on perceived quality137 cited
• 1979Use of Library Materials: The University of Pittsburgh Study.128 cited
• 1996Service quality in academic libraries107 cited
• 1994Flying a light aircraft: reference service evaluation from a user's viewpoint.86 cited