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Linking the hierarchical service quality model to customer satisfaction and loyalty

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References

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1984A Service Quality Model and its Marketing Implications6,560 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1999Whence Consumer Loyalty?4,891 cited
2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1977Breaking Free from Product Marketing

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2,056 cited

1983Classifying Services to Gain Strategic Marketing Insights1,994 cited

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