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Measuring Service Quality Perceptions of Restaurant Experiences: The Disparity Between Comment Cards and DINESERV
16 references·1 citing·39 second hop
Measuring Service Quality Perceptions of Restaurant Experiences: The Disparity Between Comment Cards and DINESERV (2011)Measuring Service Quality Perceptions of …The FAIRSERV Model: Consumer Reactions to Services Based on a Multidimensional Evaluation of Service Fairness (2007)The FAIRSERV Model: Consumer …Measuring Service Quality: Servqual vs. Servperf Scales (2004)Measuring Service Quality: Se…Customer Satisfaction of Theme Restaurant Attributes and Their Influence on Return Intent (2004)Customer Satisfaction of Them…Customer Satisfaction and Shareholder Value (2004)Customer Satisfaction and Sha…TANGSERV (2002)TANGSERVDemographic discriminators of service quality in the banking industry (1996)Demographic discriminators of…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Dineserv: A Tool for Measuring Service Quality in Restaurants (1995)Dineserv: A Tool for Measurin…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice (1994)Encounter Satisfaction versus…Building a competitive advantage for service firms: measurement of consumer expectations of service quality (1993)Building a competitive advant…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Lodgserv: A Service Quality Index for the Lodging Industry (1990)Lodgserv: A Service Quality I…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Self-generated validity and other effects of measurement on belief, attitude, intention, and behavior. (1988)Self-generated validity and o…The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country (2017)The influences of cleanliness…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Experimental and Quasi-Experimental Designs for Research (1963)Features of similarity. (1977)Understanding Attitudes and Predicting Social Behavior (1980)Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective (1991)A model of dual attitudes. (2000)Informational Influence in Organizations: An Integrated Approach to Knowledge Adoption (2003)Zero defections: quality comes to services. (1990)Customer satisfaction with services: putting perceived value into the equation (2000)Service loyalty (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Efficient Capital Markets: A Review of Theory and Empirical Work (1970)EFFICIENT CAPITAL MARKETS: A REVIEW OF THEORY AND EMPIRICAL WORK* (1970)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)An empirical comparison of the efficacy of covariance-based and variance-based SEM (2009)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry (2001)The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors (2008)Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price (2009)The validity of the SERVQUAL and SERVPERF scales (2007)A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2014)Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model (2020)An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)Customer satisfaction and loyalty in online and offline environments (2003)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1988Self-generated validity and other effects of measurement on belief, attitude, intention, and behavior.2,069 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 2004Customer Satisfaction and Shareholder Value1,336 cited
  • 1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice852 cited
  • 1995Dineserv: A Tool for Measuring Service Quality in Restaurants823 cited
  • 2004Measuring Service Quality: Servqual vs. Servperf Scales521 cited
  • 1990Lodgserv: A Service Quality Index for the Lodging Industry489 cited
  • 2002TANGSERV219 cited
  • 2007The FAIRSERV Model: Consumer Reactions to Services Based on a Multidimensional Evaluation of Service Fairness218 cited
  • 1996Demographic discriminators of service quality in the banking industry205 cited
  • 2004Customer Satisfaction of Theme Restaurant Attributes and Their Influence on Return Intent

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135 cited
  • 1993Building a competitive advantage for service firms: measurement of consumer expectations of service quality118 cited
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    • 2017The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country38 cited