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Internal Service Quality

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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
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
2025Advances in Consumer Research13,264 cited
1965Inequity In Social Exchange10,813 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1964Work and motivation10,436 cited
1963Towards an understanding of inequity.5,146 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1973Leadership and Decision-Making2,501 cited
1998Putting the Balanced Scorecard to Work2,180 cited
1992Marketing Services: Competing Through Quality2,178 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1989Theory and research concerning social comparisons of personal attributes.1,955 cited
1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
1996Person–Organization Fit, Job Choice Decisions, and Organizational Entry

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