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Assessing and improving service performancefor maximum impact: insights from a two‐decade‐long research journey

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References

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
1996The Behavioral Consequences of Service Quality11,994 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
2000A conceptual framework for understanding e-service quality : implications for future research and managerial practice832 cited

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2009Internet service quality and customer satisfaction: Examining internet banking in Greece111 cited
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2009Zone of tolerance for banks: a diagnostic model of service quality74 cited
2009Customer performance measurement in facilities management68 cited
2008User perceptions in workplace productivity and strategic FM delivery62 cited
2014Measuring Service Quality In Higher Education: A South African Case Study

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59 cited

2009The impact of internal marketing on the perception of service quality in retail banking: A Ghanaian case50 cited

2010The ‘Inside-out’ and ‘Outside-in’ Approaches on Students’ Perceived Service Quality: An Empirical Evaluation48 cited

2009E- Service Quality, Ease of Use, Usability and Enjoyment as Antecedents of E-CRM Performance: An Empirical Investigation in Jordan Mobile Phone Services44 cited

2011Identifying service superiority, zone of tolerance and underlying dimensions42 cited

2014Distinctive features of service performance measurement41 cited

2013Overcoming the specific performance measurement challenges of knowledge‐intensive organizations37 cited

2009National standards of customer satisfaction in facilities management32 cited

2010Diagnosing university students' zone of tolerance from university library services30 cited

2010The Relationship Between E-service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance: An Empirical Investigation in Jordan Mobile Phone Services29 cited

2022Role of E-Service Quality (E-SQ) on Customers’ Online Buying Intention: An Extended Theory of Planned Behavior15 cited