this work references cited by second hop· second hop is a sample of the most-cited connectionsReferences
- 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
- 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
- 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
- 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
- 1987The Case Research Strategy in Studies of Information Systems4,715 cited
- 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,666 cited
- 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,718 cited
- 1982An Investigation into the Determinants of Customer Satisfaction3,441 cited
- 1996A Reexamination of the Determinants of Consumer Satisfaction1,904 cited
- 1995Service Quality: A Measure of Information Systems Effectiveness1,776 cited
- 2002Service loyalty1,617 cited
- 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
- 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,508 cited
- 1987Expectations and Norms in Models of Consumer Satisfaction1,169 cited
- 1996
Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work