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Management of Customer Expectations in Service Firms: A Study and a Checklist

16 references·16 citing·29 second hopsampled

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References

1951Coefficient Alpha and the Internal Structure of Tests43,892 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
2025Advances in Consumer Research13,264 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
1992Marketing Services: Competing Through Quality2,178 cited
1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
1986

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Servqual : a multiple-item scale for measuring customer perceptions of service quality

1,857 cited

1988Response Determinants in Satisfaction Judgments1,685 cited

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