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
• 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
• 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
• 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
• 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
• 1992The Self-Regulation of Attitudes, Intentions, and Behavior2,185 cited
• 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
• 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
• 1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance1,066 cited
• 1995Strategic Marketing for Educational Institutions