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Consumer Expectations and the Measurement of Perceived Service Quality
8 references·16 citing·47 second hopsampled
Consumer Expectations and the Measurement of Perceived Service Quality (1993)Consumer Expectations and the Measurement…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…A Gap Analysis of Professional Service Quality (1989)A Gap Analysis of Professiona…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…Models of Consumer Satisfaction Formation: An Extension (1988)Models of Consumer Satisfacti…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…Designing Research for Application (1981)Designing Research for Applic…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intention in Restaurants: An Integrated Structural Model (2020)Service Quality, Perceived Va…Measuring service quality in higher education (2016)Measuring service quality in …The relative importance of service dimensions in a healthcare setting (2008)The relative importance of se…An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry (2007)An empirical assessment and a…Measuring service quality in higher education: three instruments compared (2006)Measuring service quality in …HEdPERF versus SERVPERF (2005)HEdPERF versus SERVPERFRELATIVE IMPORTANCE OF SERVICE QUALITY DIMENSIONS: A MULTISECTORAL STUDY (2004)RELATIVE IMPORTANCE OF SERVIC…A Review and Critique of Research Using Servqual (2004)A Review and Critique of Rese…Customers’ expectations factors in restaurants (2002)Customers’ expectations facto…A measure of retail service quality (2001)A measure of retail service q…Measuring service quality: current thinking and future requirements (1999)Measuring service quality: cu…Customer-satisfaction measurement (1998)Customer-satisfaction measure…Customer expectations versus perceptions of service performance in the foodservice industry (1998)Customer expectations versus …The importance of cross-cultural expectations in the measurement of service quality perceptions in the hotel industry (1997)The importance of cross-cultu…Service quality in education: a student perspective (1997)Service quality in education:…Measuring quality in restaurant operations: an application of the SERVQUAL instrument (1995)Measuring quality in restaura…A Service Quality Model and its Marketing Implications (1984)Delivering quality service: balancing customer perceptions and expectations (1990)Refinement and reassessment of the SERVQUAL scale. (1991)How determinant attributes of service quality influence customer‐perceived value (2010)Evaluation of factors affecting customer loyalty in the restaurant industry (2012)The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention (2019)Statistical principles in experimental design. (1962)Experimental and Quasi-Experimental Designs for Research (1963)The Structure of Scientific Revolutions (1963)A Framework for Conceptual Contributions in Marketing (2011)Large-Scale Psychological Differences Within China Explained by Rice Versus Wheat Agriculture (2014)Sample Size for Survey Research: Review and Recommendations (2020)A Theory of Cognitive Dissonance (1957)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)A Theory of Cognitive Dissonance (2017)Servqual : a multiple-item scale for measuring customer perceptions of service quality (1986)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Going to Extremes: Managing Service Encounters and Assessing Provider Performance (1995)SERVQUAL revisited: a critical review of service quality (1996)Performance-only measurement of service quality: a replication and extension (2002)Measuring Service Quality: A Reexamination and Extension (1992)Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program (2009)Research on the influence of after-sales service quality factors on customer satisfaction (2020)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test1 (2004)The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance (2006)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Customer delight: Foundations, findings, and managerial insight (1997)An Investigation into the Determinants of Customer Satisfaction (1982)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
  • 1981Designing Research for Application1,805 cited
  • 1988Response Determinants in Satisfaction Judgments1,685 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • 1989A Gap Analysis of Professional Service Quality1,123 cited

Cited by

  • 2002Customers’ expectations factors in restaurants262 cited
  • 1999Measuring service quality: current thinking and future requirements260 cited
  • 1997Service quality in education: a student perspective254 cited
  • 2004RELATIVE IMPORTANCE OF SERVICE QUALITY DIMENSIONS: A MULTISECTORAL STUDY254 cited
  • 2016Measuring service quality in higher education237 cited
  • 1997The importance of cross-cultural expectations in the measurement of service quality perceptions in the hotel industry229 cited
  • 1998

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Customer-satisfaction measurement
218 cited
  • 2005HEdPERF versus SERVPERF212 cited
  • 1995Measuring quality in restaurant operations: an application of the SERVQUAL instrument210 cited
  • 2020Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intention in Restaurants: An Integrated Structural Model209 cited
  • 2006Measuring service quality in higher education: three instruments compared196 cited
  • 2001A measure of retail service quality190 cited
  • 2008The relative importance of service dimensions in a healthcare setting184 cited
  • 2004A Review and Critique of Research Using Servqual179 cited
  • 1998Customer expectations versus perceptions of service performance in the foodservice industry153 cited
  • 2007An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry145 cited