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Service quality to service loyalty: A relationship which goes beyond customer services

16 references·16 citing·27 second hopsampled

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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
1996The Behavioral Consequences of Service Quality11,994 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1983In Search of Excellence: Lessons from America's Best-Run Companies.3,107 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1992Advances in Consumer Research2,863 cited
1992Marketing Services: Competing Through Quality2,178 cited
1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
1993The Voice of the Customer1,969 cited
1984

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Strategic Management and Marketing in the Service Sector

1,667 cited

2011Service Management and Marketing1,414 cited

Cited by

2008Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism337 cited
2010SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION310 cited
2015Service quality, customer satisfaction and loyalty in automobile repair services sector295 cited
2003The Role of Customer Satisfaction and Image in Gaining Customer Loyalty in the Hotel Industry243 cited
2008Understanding and profitably managing customer loyalty226 cited
2019The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention216 cited
2010How determinant attributes of service quality influence customer‐perceived value215 cited
2002Does service failure influence customer loyalty?199 cited
2007Creating consumer durable retailer customer loyalty through order fulfillment service operations186 cited
1999Competitive advantage through anticipation, innovation and relationships177 cited
2003Integrating customer relationship management and revenue management: A hotel perspective141 cited
2006Customer loyalty to one service worker: Should it be discouraged?140 cited
2002Service failures and customer defection: a closer look at online shopping experiences137 cited
2019Multichannel integration quality: A systematic review and agenda for future research133 cited
2007Can banks improve customer relationships with high quality online services?128 cited
2018A big data analytics model for customer churn prediction in the retiree segment125 cited