References

• 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
• 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
• 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
• 2004A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.1,185 cited
• 2008Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants1,060 cited
• 2007Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions901 cited
• 2009A review of twenty years of SERVQUAL research845 cited
• 2010Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations656 cited
• 2008Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?640 cited
• 2002Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events590 cited
• 2010Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment585 cited
• 2008Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth492 cited
• 2005Measuring service quality in the hotel industry: A study in a business hotel in Turkey463 cited