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
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
• 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
• 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
• 1989The PIMS principles: Linking strategy to performance1,302 cited
• 1990Determinants of Financial Performance: A Meta-Analysis1,171 cited
• 1999A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction1,126 cited
• 1992Yield Management at American Airlines697 cited
• 1992A Taxonomy and Research Overview of Perishable-Asset Revenue Management: Yield Management, Overbooking, and Pricing674 cited
• 1985Quality counts in services, too580 cited
• 1999A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction556 cited
• 1989Yield management: A tool for capacity‐considered service firms