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References

1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1994Testing Structural Equation Models.14,120 cited
1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1994A Meta-Analysis of Cronbach's Coefficient Alpha3,020 cited
1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited

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1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited

1992The empowerment of service workers: what, why, how, and when.1,243 cited

Cited by

2004Adaptive versus Proactive Behavior in Service Recovery: The Role of Self‐Managing Teams201 cited
2000Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes195 cited
2002The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction164 cited
2005The role of cumulative online purchasing experience in service recovery management153 cited
2000Customer expectation dimensions of voice‐to‐voice service encounters: a scale‐development study151 cited
2020Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?145 cited
2012The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions133 cited
2004Customer Complaints and Organizational Responses: A Study of Hotel Guests in Northern Cyprus101 cited
2004Rethinking customer expectations of service quality: are call centers different?99 cited
2009Taiwanese tourists' perceptions of service quality on outbound guided package tours: A qualitative examination of the SERVQUAL dimensions99 cited
2005A re‐assessment and refinement of RECOVSAT97 cited
2000Investing in Interactional Justice: A Study of the Fair Process Effect within a Hospitality Failure Context97 cited
2005Have small businesses adopted the market orientation concept? The case of small businesses in Michigan93 cited
2004The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus89 cited
2009Betrayal? Relationship quality implications in service recovery88 cited
2005An empirical investigation of the role of culture on service recovery expectations87 cited