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Alternative Indexes for Monitoring Customer Perceptions of Service Quality: A Comparative Evaluation in a Retail Context
16 references·16 citing·28 second hopsampled
Alternative Indexes for Monitoring Customer Perceptions of Service Quality: A Comparative Evaluation in a Retail Context (1998)Alternative Indexes for Monitoring Custom…The Practice of Management (2012)The Practice of ManagementSatisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions (1994)An assessment of the relation…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Construct validity in psychological tests. (1955)Construct validity in psychol…Relationship between service quality and customer equity in traditional markets (2016)Relationship between service …Adaptation of hospitality service quality scales for marina services (2016)Adaptation of hospitality ser…An evaluation of an integrated perspective of perceived service quality for retail banking services in India (2015)An evaluation of an integrate…Understanding Chinese university students' experiences: an empirical analysis (2013)Understanding Chinese univers…Effect of Perceived Service Quality on Customer Satisfaction in Hospitality Industry: Gronroos’ Service Quality Model Development (2013)Effect of Perceived Service Q…Customer Loyalty Development: The Role Of Switching Costs (2013)Customer Loyalty Development:…Passengers’ perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement (2012)Passengers’ perceptions of ai…IS THERE METHOD TO THE MADNESS? EXAMINING HOW RACIOETHNIC MATCHING INFLUENCES RETAIL STORE PRODUCTIVITY (2012)IS THERE METHOD TO THE MADNES…Retail service quality as a key activator of grocery store loyalty (2011)Retail service quality as a k…Vision effects in customer and staff satisfaction: an empirical investigation (2007)Vision effects in customer an…Destination Evaluation: The Role of Previous Travel Experience and Trip Characteristics (2007)Destination Evaluation: The R…An Empirical Investigation of Service Quality and Customer Satisfaction in Professional Accounting Firms: Evidence from North Cyprus (2007)An Empirical Investigation of…Proposed Model for Investigating Relationships between Vision Components and Business Unit Performance (2002)Proposed Model for Investigat…A study using the grey system theory to evaluate the importance of various service quality factors (2002)A study using the grey system…Exploring Customer Loyalty as a Transit Performance Measure (2001)Exploring Customer Loyalty as…Cultural Sensitivity to Satisfaction and Service Quality Measures (2001)Cultural Sensitivity to Satis…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)Coefficient Alpha and the Internal Structure of Tests (1951)Fundamentals of Concept Formation in Empirical Science (1952)Toward an experimental ecology of human development. (1977)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Empiricism, Semantics, and Ontology (2011)Partial least squares structural equation modeling (PLS-SEM) (2014)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)Prospect Theory: An Analysis of Decision under Risk (1979)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Quality, satisfaction and behavioral intentions (2000)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1955Construct validity in psychological tests.11,186 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 2012The Practice of Management3,745 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1993Customer satisfaction, customer retention, and market share

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2,151 cited
  • 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
  • Cited by

    • 2007Destination Evaluation: The Role of Previous Travel Experience and Trip Characteristics137 cited
    • 2013Effect of Perceived Service Quality on Customer Satisfaction in Hospitality Industry: Gronroos’ Service Quality Model Development92 cited
    • 2001Cultural Sensitivity to Satisfaction and Service Quality Measures90 cited
    • 2012Passengers’ perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement84 cited
    • 2013Understanding Chinese university students' experiences: an empirical analysis74 cited
    • 2011Retail service quality as a key activator of grocery store loyalty73 cited
    • 2002A study using the grey system theory to evaluate the importance of various service quality factors71 cited
    • 2013Customer Loyalty Development: The Role Of Switching Costs66 cited
    • 2007Vision effects in customer and staff satisfaction: an empirical investigation62 cited
    • 2016Relationship between service quality and customer equity in traditional markets55 cited
    • 2007An Empirical Investigation of Service Quality and Customer Satisfaction in Professional Accounting Firms: Evidence from North Cyprus54 cited
    • 2012IS THERE METHOD TO THE MADNESS? EXAMINING HOW RACIOETHNIC MATCHING INFLUENCES RETAIL STORE PRODUCTIVITY52 cited
    • 2016Adaptation of hospitality service quality scales for marina services50 cited
    • 2002Proposed Model for Investigating Relationships between Vision Components and Business Unit Performance48 cited
    • 2015An evaluation of an integrated perspective of perceived service quality for retail banking services in India43 cited
    • 2001Exploring Customer Loyalty as a Transit Performance Measure36 cited