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Measuring and managing service quality
16 references·11 citing·31 second hop
Measuring and managing service quality (1999)Measuring and managing service qualityManaging service quality (2000)Managing service qualitySERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…The Marketing of Services (1980)The Marketing of ServicesBreaking Free from Product Marketing (1977)Breaking Free from Product Ma…Book Review: Forum Marketing Research: Methodological Foundations (1977)Book Review: Forum Marketing …Marketing Research (1973)Marketing ResearchMeasuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach (2022)Measuring SERVQUAL dimensions…Measuring Impact of Service Quality Dimensions on Customers Satisfaction: Case of GSM Users in Poland (2016)Measuring Impact of Service Q…The "What" and "How" of Marketing Performance Management (2013)The "What" and "How" of Marke…Effects of self-service technology on customer value and customer readiness: The case of banking industry (2013)Effects of self-service techn…Measuring Quality of Information System Services in Manufacturing Organizations in Riyadh (2010)Measuring Quality of Informat…The Shared Management and Ownership of Corporate Brands: The Case of Hilton (2009)The Shared Management and Own…A model of the antecedents of should and will service expectations (2002)A model of the antecedents of…The marketing planning experience: a UK and Portuguese comparison (2001)The marketing planning experi…Student perceptions of service quality in a UK university business and management faculty (2000)Student perceptions of servic…A META-ANALYSIS OF THE EFFECTS OF ORGANIZATIONAL BEHAVIOR MODIFICATION ON TASK PERFORMANCE, 1975-95. (1997)A META-ANALYSIS OF THE EFFECT…Modelling the relationships between process quality errors and overall service process performance (1995)Modelling the relationships b…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)The critical incident technique. (1954)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Whence Consumer Loyalty? (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)A Generic Concept of Marketing (1972)The marketing of professional services (1972)Marketing Activities in the Service Industries (1974)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)E-S-QUAL (2004)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Construction and Validation of a Scale to Measure Celebrity Endorsers' Perceived Expertise, Trustworthiness, and Attractiveness (1990)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1977Book Review: Forum Marketing Research: Methodological Foundations4,351 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,176 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,939 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1996SERVQUAL: review, critique, research agenda1,770 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,655 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment679 cited
  • 1980The Marketing of Services363 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment333 cited
  • 1973

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Marketing Research
181 cited
  • 2000Managing service quality97 cited
  • Cited by

    • 2000Student perceptions of service quality in a UK university business and management faculty535 cited
    • 1997A META-ANALYSIS OF THE EFFECTS OF ORGANIZATIONAL BEHAVIOR MODIFICATION ON TASK PERFORMANCE, 1975-95.425 cited
    • 2002A model of the antecedents of should and will service expectations58 cited
    • 1995Modelling the relationships between process quality errors and overall service process performance52 cited
    • 2009The Shared Management and Ownership of Corporate Brands: The Case of Hilton51 cited
    • 2022Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach37 cited
    • 2013The "What" and "How" of Marketing Performance Management22 cited
    • 2010Measuring Quality of Information System Services in Manufacturing Organizations in Riyadh14 cited
    • 2013Effects of self-service technology on customer value and customer readiness: The case of banking industry11 cited
    • 2001The marketing planning experience: a UK and Portuguese comparison9 cited
    • 2016Measuring Impact of Service Quality Dimensions on Customers Satisfaction: Case of GSM Users in Poland5 cited