this work references cited by second hop· second hop is a sample of the most-cited connectionsReferences
- 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
- 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
- 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
- 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
- 1984A Service Quality Model and its Marketing Implications6,560 cited
- 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
- 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 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
- 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
- 1985Problems and Strategies in Services Marketing2,819 cited
- 1992An empirical assessment of the SERVQUAL scale
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