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Delays and the Dynamics of Service Evaluations

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References

1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 cited
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
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1974An approach to environmental psychology7,295 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1972Elimination by aspects: A theory of choice.3,365 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1967Work and the Nature of Man.3,169 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited

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1974

Linear models in decision making.

1,878 cited

1987Assessing the Role of Emotions as Mediators of Consumer Responses to Advertising1,636 cited

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