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Service quality gaps of business customers in the shipping industry

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 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
1991Structural Equations with Latent Variables.17,443 cited
1987The Economic Institutions of Capitalism14,787 cited
1986The Economic Institutions of Capitalism10,729 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1997Structural Equation Modeling: Concepts, Issues, and Applications4,061 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 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
1989Structural equations with latent variables2,150 cited

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1995

Structural equation models with nonnormal variables: Problems and remedies.

1,813 cited

1982Psychological Testing: Principles, Applications, and Issues1,807 cited

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