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Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty

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References

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
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1997Customer value: The next source for competitive advantage4,662 cited
2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

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3,313 cited

1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited

1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited

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