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Professional service quality A step beyond other services?
16 references·0 citing·35 second hop
Professional service quality A step beyond other services? (1998)Professional service quality A step beyon…The Nature of Customer Value: An Axiology of Services in the Consumption Experience (1994)The Nature of Customer Value:…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…Perceived Service Quality and User Satisfaction with the Information Services Function (1994)Perceived Service Quality and…DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)DEFINING QUALITY: ALTERNATIVE…Improving the measurement of service quality (1993)Improving the measurement of …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Understanding Customer Expectations of Service (1991)Understanding Customer Expect…Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model (1991)Analysing Service Quality in …A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…A Gap Analysis of Professional Service Quality (1989)A Gap Analysis of Professiona…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…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…An Applied Service Marketing Theory (1982)An Applied Service Marketing …Where does the customer fit in a service operation? (1979)Where does the customer fit i…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A measure of service quality for retail stores: Scale development and validation (1996)SERVQUAL: review, critique, research agenda (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Competitive Advantage: Creating and Sustaining Superior Performance (1985)AIMQ: a methodology for information quality assessment (2002)Information quality benchmarks (2002)Trust and commitment influences on customer retention: insights from business-to-business services (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)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)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)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)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)Customer satisfaction and loyalty in online and offline environments (2003)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)
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References

  • 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
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1994The Nature of Customer Value: An Axiology of Services in the Consumption Experience1,364 cited
  • 1994DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS1,209 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1989A Gap Analysis of Professional Service Quality1,123 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1982An Applied Service Marketing Theory771 cited
  • 1994Perceived Service Quality and User Satisfaction with the Information Services Function

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771 cited
  • 1991Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model661 cited
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