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
• 1980Significance tests and goodness of fit in the analysis of covariance structures.19,061 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
• 1989LISREL 7 : user's reference guide6,783 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 2008Qualitative Content Analysis6,108 cited
• 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
• 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
• 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited