Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment

9 references·16 citing·35 second hop

FromToDepth

this work references cited by second hop

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
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1978Conjoint Analysis in Consumer Research: Issues and Outlook3,184 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
1989A Gap Analysis of Professional Service Quality1,123 cited

Cited by

2004Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors660 cited
1997Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1600 cited
1995Managing service quality in higher education: the role of the student as primary consumer594 cited
2006Conceptualizing Innovation Orientation: A Framework for Study and Integration of Innovation Research *542 cited
2004Measuring Service Quality: Servqual vs. Servperf Scales

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

521 cited

2008The importance of institutional image to student satisfaction and loyalty within higher education517 cited

2005Measuring service quality in the hotel industry: A study in a business hotel in Turkey463 cited

1995Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer441 cited

2005Measuring service quality of banks: Scale development and validation426 cited

2003Service quality and customer loyalty perspectives on two levels of retail relationships407 cited

2008Alternative measures of service quality: a review406 cited

2002The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre402 cited

1999Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage386 cited

2002Determinants of customer‐perceived service quality: a confirmatory factor analysis approach381 cited

1998From SERVQUAL to HOLSAT: holiday satisfaction in Varadero, Cuba375 cited

1996ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVEL363 cited