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Services quality and satisfaction:

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References

1994Handbook of Qualitative Research26,587 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
1968Studies in Ethnomethodology.12,446 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
1994Market-Oriented Ethnography: Interpretation Building and Marketing Strategy Formulation1,027 cited
1994Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life.758 cited
1995Service recovery: Impact on satisfaction and intentions652 cited
1995Tracking service failures and employee recovery efforts609 cited
1996Symbolic interaction and ethnographic research: intersubjectivity and the study of human lived experience444 cited
1995ANALYTIC ETHNOGRAPHY227 cited
1982In Search of Mesostructure191 cited
1989SOCIAL LIFE IN THE PUBLIC REALM156 cited

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2011Service recovery: Literature review and research issues48 cited
2005An Investigation of the Relationship Among Service Quality, Customer Satisfaction and Behavioural Intentions in Spanish Health Spas44 cited
2013Initial assessment of two questionnaires for measuring service quality in the Hong Kong post‐secondary education context36 cited
2008The re‐structuring of the information technology infrastructure library (ITIL) implementation using knowledge management framework24 cited
2010A field study of user versus provider perceptions of management accounting system services23 cited
2023Editorial: Interdisciplinary research in services marketing15 cited
2021STRATEGIES FOR IMPROVING THE PERFORMANCE OF HUMAN RESOURCES THROUGH AN ORGANIZATIONAL WORK PRODUCTIVITY2 cited