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Service management in housing refurbishment: a theoretical approach

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References

1970The Market for "Lemons": Quality Uncertainty and the Market Mechanism22,977 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
1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1970Information and Consumer Behavior5,796 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Zero defections: quality comes to services.5,373 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1994

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Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

3,313 cited

1982An Investigation into the Determinants of Customer Satisfaction2,914 cited

Cited by

2008A hybrid approach using data envelopment analysis and case-based reasoning for housing refurbishment contractors selection and performance improvement64 cited
2003A project manager's level of satisfaction in construction logistics55 cited
2010Multi‐criteria decision analysis in building maintainability using analytical hierarchy process51 cited
2004Design-and-build contractors' service quality in public projects in Singapore45 cited
2008Modelling customer perceived service quality in housing construction36 cited
2016Construction service quality and satisfaction for a targeted housing customer34 cited
2015Monitoring Customer Perceived Service Quality and Satisfaction during the Construction Process32 cited
2023Neighbourhood cooperatives for the integrated urban regeneration of mass housing areas: speculations on a proposed model8 cited