References

• 1978Measuring the efficiency of decision making units29,755 cited
• 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
• 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
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
• 2000Issues in Supply Chain Management3,106 cited
• 2001Performance measures and metrics in a supply chain environment2,027 cited
• 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
• 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
• 1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,628 cited
• 2003E‐service quality: a model of virtual service quality dimensions1,500 cited
• 2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited