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Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan
16 references·6 citing·25 second hop
Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan (2008)Exploring the mediation effect of service…Research Methods for Business (2008)Research Methods for BusinessQualitative Data Analysis (2008)Qualitative Data AnalysisService Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn (2000)Service Quality, Profitabilit…Customer satisfaction with services: putting perceived value into the equation (2000)Customer satisfaction with se…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Marketing Research: An Applied Orientation (1994)Marketing Research: An Applie…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…The Changing Role of Marketing in the Corporation (1992)The Changing Role of Marketin…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Measuring organizational performance in the absence of objective measures: The case of the privately‐held firm and conglomerate business unit (1984)Measuring organizational perf…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Marketing Research (1970)Marketing ResearchExamining the Implementation of Financial Incentives using the Framework of Monetary and Non-Monetary Incentives to Improve Employee Innovation Performance Case Study: Jordanian Islamic Banks (2023)Examining the Implementation …Influence of Service Quality on Customer Satisfaction and Customer Loyalty in the Private Banking Sector of Bangladesh: A PLS Approach (2020)Influence of Service Quality …The Impact of Service Quality on Business Performance in Qatar-Based Hotels: An Empirical Study (2016)The Impact of Service Quality…Testing a model of Islamic banking based on service quality, customer satisfaction and bank performance (2011)Testing a model of Islamic ba…An empirical model of customer loyalty in the Jordanian Mobile Telecommunications Market (2011)An empirical model of custome…Does service quality implementation mediate the relationship between technical service quality and performance: an empirical examination of banks in Jordan (2009)Does service quality implemen…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Quality, satisfaction and behavioral intentions (2000)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)How Many Interviews Are Enough? (2005)A General Inductive Approach for Analyzing Qualitative Evaluation Data (2006)The qualitative content analysis process (2008)The Field behind the Screen: Using Netnography for Marketing Research in Online Communities (2002)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)
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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
  • 2008Qualitative Data Analysis17,372 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1994Marketing Research: An Applied Orientation7,087 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1970Marketing Research3,552 cited
  • 1984Measuring organizational performance in the absence of objective measures: The case of the privately‐held firm and conglomerate business unit3,337 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
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  • 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn

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1,918 cited
  • 2000Customer satisfaction with services: putting perceived value into the equation1,832 cited
  • Cited by

    • 2011An empirical model of customer loyalty in the Jordanian Mobile Telecommunications Market30 cited
    • 2020Influence of Service Quality on Customer Satisfaction and Customer Loyalty in the Private Banking Sector of Bangladesh: A PLS Approach22 cited
    • 2016The Impact of Service Quality on Business Performance in Qatar-Based Hotels: An Empirical Study18 cited
    • 2009Does service quality implementation mediate the relationship between technical service quality and performance: an empirical examination of banks in Jordan17 cited
    • 2011Testing a model of Islamic banking based on service quality, customer satisfaction and bank performance16 cited
    • 2023Examining the Implementation of Financial Incentives using the Framework of Monetary and Non-Monetary Incentives to Improve Employee Innovation Performance Case Study: Jordanian Islamic Banks1 cited