this work references cited by second hopReferences
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- 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
- 1996The Behavioral Consequences of Service Quality11,994 cited
- 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
- 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
- 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
- 1996SERVQUAL: review, critique, research agenda1,741 cited
- 1991Understanding Customer Expectations of Service1,403 cited
- 1996SERVQUAL revisited: a critical review of service quality1,032 cited
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- 1994Measuring Service Quality in Restaurants: an Application of the Servqual Instrument297 cited
- 2005Service quality: beyond cognitive assessment278 cited
- 2003
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