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Customers’ Expectations and Perceptions of Service Quality: The Case of a Retail Pharmacy Chain in South Africa
16 references·0 citing·41 second hop
Customers’ Expectations and Perceptions of Service Quality: The Case of a Retail Pharmacy Chain in South Africa (2014)Customers’ Expectations and Perceptions o…International Business Research (2015)International Business Resear…Determinants of shopping experience (2012)Determinants of shopping expe…Conceptualizing service quality in higher education (2011)Conceptualizing service quali…Exploring gender differences in online shopping attitude (2010)Exploring gender differences …Examining the Impact of Service Quality: A Meta-Analysis of Empirical Evidence (2009)Examining the Impact of Servi…Bridge over troubled water or long and winding road? (2009)Bridge over troubled water or…A review of twenty years of SERVQUAL research (2009)A review of twenty years of S…The relative importance of service dimensions in a healthcare setting (2008)The relative importance of se…Drivers Of Customer Loyalty In A Retail Store Environment (2008)Drivers Of Customer Loyalty I…Why build a customer relationship management capability? (2007)Why build a customer relation…Prioritizing service quality dimensions (2007)Prioritizing service quality …Principles of service marketing and management (1999)Principles of service marketi…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Research methods for business: A skill building approach (1993)Research methods for business…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Marketing: Theory and Practice (1983)Marketing: Theory and PracticeCoefficient Alpha and the Internal Structure of Tests (1951)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Firm Resources and Sustained Competitive Advantage (1991)Consumer Cocreation in New Product Development (2010)Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value (2010)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)The Behavioral Consequences of Service Quality (1996)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Cultures and Organizations: Software of the Mind. (1993)The Effect of Store Image and Service Quality on Brand Image and Purchase Intention for Private Label Brands (2010)Generic technology‐based service quality dimensions in banking (2011)Marketing mix, customer value, and customer loyalty in social commerce (2017)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Developing e-service quality scales: A literature review (2010)Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2016)Hospital healthcare service quality, patient satisfaction and loyalty (2018)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Understanding Attitudes and Predicting Social Behavior (1980)Why Don’t Men Ever Stop to Ask for Directions? Gender, Social Influence, and Their Role in Technology Acceptance and Usage Behavior1 (2000)The impact of online reviews on hotel booking intentions and perception of trust (2011)Gender and attitudes toward technology use: A meta-analysis (2016)The effect of web advertising visual design on online purchase intention: An examination across gender (2016)E‐service quality: a model of virtual service quality dimensions (2003)Bad apples, bad cases, and bad barrels: Meta-analytic evidence about sources of unethical decisions at work. (2010)Consumer engagement in online brand communities: a social media perspective (2015)Whither Services Marketing? (2004)Service Delivery Innovation (2009)Web reviews influence on expectations and purchasing intentions of hotel potential customers (2013)Evolving to a New Dominant Logic for Marketing (2003)Service logic revisited: who creates value? And who co‐creates? (2008)Understanding Customer Experience Throughout the Customer Journey (2016)A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)Consensus measurement in Delphi studies (2012)Predicting green product consumption using theory of planned behavior and reasoned action (2015)Export Performance: A Conceptualization and Empirical Assessment (1998)Management of innovation: role of psychological empowerment, work engagement and turnover intention in the Indian context (2012)Fuzzy-set qualitative comparative analysis (fsQCA) in entrepreneurship and innovation research – the rise of a method (2017)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1993Research methods for business: A skill building approach17,000 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,063 cited
  • 2009A review of twenty years of SERVQUAL research896 cited
  • 1999Principles of service marketing and management687 cited
  • 1983Marketing: Theory and Practice629 cited
  • 2007Why build a customer relationship management capability?533 cited
  • 2015International Business Research455 cited
  • 2010Exploring gender differences in online shopping attitude343 cited
  • 2009Examining the Impact of Service Quality: A Meta-Analysis of Empirical Evidence190 cited
  • 2008The relative importance of service dimensions in a healthcare setting184 cited
  • 2007Prioritizing service quality dimensions179 cited
  • 2008Drivers Of Customer Loyalty In A Retail Store Environment112 cited
  • 2011Conceptualizing service quality in higher education90 cited
  • 2012Determinants of shopping experience76 cited
  • 2009Bridge over troubled water or long and winding road?

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