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Conceptualizing service quality in higher education

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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
1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1985Problems and Strategies in Services Marketing2,819 cited
1992Marketing Services: Competing Through Quality2,178 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited

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1996A measure of service quality for retail stores: Scale development and validation1,921 cited

1994Service Quality: New Directions in Theory and Practice1,701 cited

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