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Cited by

• 2014Deconstructing Service Quality and Customer Satisfaction: Challenges and Directions for Future Research107 cited
• 2002Employee behavior, feelings of warmth and customer perception in service encounters99 cited
• 1998Warmth during non-productive retail encounters: the hidden side of productivity88 cited
• 2013The paths from service quality dimensions to customer loyalty83 cited
• 1994Cumulative Encounter Satisfaction in the Hotel Conference Process83 cited
• 2008Re‐examining traditional service quality in an e‐banking era78 cited
• 2012Understanding service quality75 cited
• 1998A comparison of service delivery processes of different complexity69 cited
• 2018Understanding service quality: insights from the literature62 cited
• 2013Data analysis techniques in service quality literature: Essentials and advances57 cited
• 2020A synthesis of constructs for modelling consumers’ perception of value from mobile-commerce (M-VAL)53 cited
• 1999Relationship marketing in electronic commerce environments53 cited
• 2017Perceived value of advanced mobile messaging services51 cited
• 2007Understanding Customer-Derived Value in the Timeshare Industry45 cited