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Prioritizing service quality dimensions

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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
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1990Zero defections: quality comes to services.5,373 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
1986How can service businesses survive and prosper?740 cited
1985Quality counts in services, too580 cited
1993Caution in the Use of Difference Scores in Consumer Research564 cited
1983The Customer Contact Model for Organization Design

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434 cited

1992A passion for service: Using content analysis to explicate service climate themes.367 cited

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