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Service quality: gaps in the Malaysian telemarketing industry

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 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
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
1994Service Quality: New Directions in Theory and Practice1,701 cited
1987Predictability and Personalization in the Service Encounter1,135 cited
1989A Gap Analysis of Professional Service Quality1,123 cited
1985Planning the service encounter435 cited
1994

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Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores

336 cited

1988Managing services : marketing, operations, and human resources319 cited

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2015Service Quality Expectations: Exploring the Importance of SERVQUAL Dimensions from Different Nonprofit Constituent Groups54 cited
2006Subjective appraisal of service quality using fuzzy linguistic assessment42 cited
2023Logistics value in e-commerce and its impact on customer satisfaction, loyalty and online retailers' performance40 cited
2010New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges30 cited
2006Telecommunication Industry in Malaysia: Demographics Effect on Customer Expectations, Performance, Satisfaction and Retention28 cited
2020The role of dissonance reduction and co-creation strategies in shaping smart service satisfaction – the case of Uber27 cited
2014International Tourists’ Satisfaction with Ghanaian Upscale Restaurant Services and Revisit Intentions26 cited
2014Developing control charts in monitoring service quality based on the number of customer complaints23 cited
2006Evaluating the quality of delivered systems: a framework and instrument14 cited