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Linking the customer contact model to service quality

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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
1963Experimental and Quasi-Experimental Designs for Research15,090 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1976Educational Organizations as Loosely Coupled Systems7,396 cited
1979Statistics for Experimenters6,750 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
1967A Framework for the Comparative Analysis of Organizations2,508 cited
1983Information Richness. A New Approach to Managerial Behavior and Organization Design2,262 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1991Understanding Customer Expectations of Service1,403 cited
1987Service Positioning through Structural Change928 cited
1986

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How can service businesses survive and prosper?

740 cited

1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited

Cited by

2008The human element in airline service quality: contact personnel and the customer119 cited
2006Job Characteristic Beliefs and Personality as Antecedents of Subjective Person–Job Fit118 cited
2005An empirical assessment of comparative approaches to service quality measurement98 cited
2008The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers96 cited
2003MODELING CUSTOMER SATISFACTION IN TELECOMMUNICATIONS: ASSESSING THE EFFECTS OF MULTIPLE TRANSACTION POINTS ON THE PERCEIVED OVERALL PERFORMANCE OF THE PROVIDER87 cited
2013The paths from service quality dimensions to customer loyalty83 cited
2003PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*77 cited
2005Cultural Differences of Service Quality and Behavioral Intention in Tourist Hotels70 cited
2016Co‐creating value using customer training and education in a healthcare service design69 cited
2006Linking e‐service quality and markups: The role of imperfect information in the supply chain47 cited
2019Supervisor leadership style, employee regulatory focus, and leadership performance: A perspectivism approach41 cited
2007Buyer-seller interaction patterns during ongoing service exchange38 cited
2009The service-profit chain: A review and extension36 cited
2020Customer contact in a digital world34 cited
2003The challenges of implementing quality in the Irish hotel industry32 cited
2015Being close or being happy? The relative impact of work relationship and job satisfaction on service quality30 cited