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Customer Satisfaction during the Service Delivery Process

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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
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 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
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
1989A Gap Analysis of Professional Service Quality1,123 cited
1992Measuring Customer Satisfaction: Fact and Artifact706 cited
1997The dynamics of the service delivery process: A value-based approach276 cited

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2006Examining the motivation, perceived performance, and behavioral intentions of convention attendees: Evidence from a regional conference379 cited
2012An Analysis of One-Star Online Reviews and Responses in the Washington, D.C., Lodging Market

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353 cited

2013The Influence of Online Reviews on Consumers' Attributions of Service Quality and Control for Service Standards in Hotels244 cited

2004Measuring customer satisfaction in the fast food industry: a cross‐national approach235 cited

1995The nature of customer relationships in services220 cited

1997Process‐oriented measurement of service quality219 cited

1998Customer-satisfaction measurement218 cited

2010How determinant attributes of service quality influence customer‐perceived value215 cited

2016Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business186 cited

1996Customer Satisfaction in the Tourist Industry174 cited

1997Using conjoint analysis to determine the relative importance of service attributes measured in customer satisfaction surveys168 cited

1999What is this thing called service?159 cited

2011Customer Satisfaction with Commercial Airlines: The Role of Perceived Safety and Purpose of Travel150 cited

2003Internet Pricing, Price Satisfaction, and Customer Satisfaction122 cited

2009Efficiency and quality as economic dimensions of perceived value: Conceptualization, measurement, and effect on satisfaction122 cited