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Customers’ zone of tolerance for retail stores
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Customers’ zone of tolerance for retail stores (2011)Customers’ zone of tolerance for retail s…Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn (2000)Service Quality, Profitabilit…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Zero defections: quality comes to services. (1990)Zero defections: quality come…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…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…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)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)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)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)Understanding Customer Experience Throughout the Customer Journey (2016)
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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
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited

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  • 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
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