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
• 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
• 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
• 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
• 1977Importance-Performance Analysis4,319 cited
• 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
• 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
• 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
• 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
• 1982An Investigation into the Determinants of Customer Satisfaction