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Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural Model

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References

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1992Alternative Ways of Assessing Model Fit27,293 cited
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
1980Significance tests and goodness of fit in the analysis of covariance structures.19,266 cited
1994Testing Structural Equation Models.14,211 cited
1992Measuring Service Quality: A Reexamination and Extension10,896 cited
1995Testing Structural Equation Models.8,244 cited
1994Customer Loyalty: Toward an Integrated Conceptual Framework6,761 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
1976Social Indicators of Well-Being4,911 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,572 cited
1977Assessing Reliability and Stability in Panel Models3,342 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1993Testing Structural equation models

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2,267 cited

1995Why Satisfied Customers Defect2,230 cited

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2017Literature review on service quality in hospitality and tourism (1984-2014)98 cited
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