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Service quality in retailing: relative efficiency of alternative measurement scales for different product‐service environments
12 references·16 citing·28 second hop
Service quality in retailing: relative efficiency of alternative measurement scales for different product‐service environments (2000)Service quality in retailing: relative ef…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Improving the measurement of service quality (1993)Improving the measurement of …Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Adapting the SERVQUAL scale to hospital services: an empirical investigation. (1992)Adapting the SERVQUAL scale t…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Zero defections: quality comes to services. (1990)Zero defections: quality come…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…A Gap Analysis of Professional Service Quality (1989)A Gap Analysis of Professiona…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty (2023)Web design and trust as moder…Examining empathy and responsiveness in a high-service context (2019)Examining empathy and respons…SQM‐HEI – determination of service quality measurement of higher education in India (2011)SQM‐HEI – determination of se…Retail service quality as a key activator of grocery store loyalty (2011)Retail service quality as a k…Comparison of SERVQUAL and SERVPERF metrics: an empirical study (2011)Comparison of SERVQUAL and SE…The effect of retail service quality and product quality on customer loyalty (2010)The effect of retail service …Retail service quality in context of CIS countries (2010)Retail service quality in con…Performance‐based service quality model: an empirical study on Japanese universities (2010)Performance‐based service qua…An intersector analysis of the relevance of service in building a strong retail brand (2007)An intersector analysis of th…Measuring service quality in higher education: three instruments compared (2006)Measuring service quality in …Customer expectations in online auction environments: An exploratory study of customer feedback and risk (2006)Customer expectations in onli…Information technology center service quality (2005)Information technology center…An exploratory study on the use of banking technology in the UK (2005)An exploratory study on the u…The Effect of Corporate Image in the Formation of Customer Loyalty: An Australian Replication (2004)The Effect of Corporate Image…Scale modification: alternative approaches and their consequences (2004)Scale modification: alternati…Superstore interactivity: a new self‐service paradigm of retail service? (2001)Superstore interactivity: a n…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)SERVQUAL: review, critique, research agenda (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer satisfaction with services: putting perceived value into the equation (2000)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)SERVQUAL revisited: a critical review of service quality (1996)Logistics Service Quality as a Segment-Customized Process (2001)Measuring Service Quality in E-Retailing (2006)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Service loyalty (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1989A Gap Analysis of Professional Service Quality1,123 cited

Cited by

  • 2006Measuring service quality in higher education: three instruments compared196 cited
  • 2010The effect of retail service quality and product quality on customer loyalty167 cited
  • 2011SQM‐HEI – determination of service quality measurement of higher education in India

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148 cited
  • 2010Performance‐based service quality model: an empirical study on Japanese universities115 cited
  • 2005Information technology center service quality110 cited
  • 2011Comparison of SERVQUAL and SERVPERF metrics: an empirical study107 cited
  • 2004The Effect of Corporate Image in the Formation of Customer Loyalty: An Australian Replication98 cited
  • 2023Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty88 cited
  • 2004Scale modification: alternative approaches and their consequences81 cited
  • 2019Examining empathy and responsiveness in a high-service context77 cited
  • 2001Superstore interactivity: a new self‐service paradigm of retail service?76 cited
  • 2011Retail service quality as a key activator of grocery store loyalty73 cited
  • 2005An exploratory study on the use of banking technology in the UK71 cited
  • 2010Retail service quality in context of CIS countries68 cited
  • 2007An intersector analysis of the relevance of service in building a strong retail brand66 cited
  • 2006Customer expectations in online auction environments: An exploratory study of customer feedback and risk64 cited