References

• 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
• 2001The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents1,591 cited
• 1991A Test of Services Marketing Theory: Consumer Information Acquisition Activities1,550 cited
• 2003Service Management: Operations, Strategy, Information Technology1,086 cited
• 2002The relationship between service quality and customer satisfaction – a factor specific approach911 cited
• 2004Service Management722 cited
• 1999Customer satisfaction and its measurement in hospitality enterprises670 cited
• 1999Word‐of‐mouth communication in the service marketplace476 cited
• 1998Customer satisfaction and its consequences on customer behaviour revisited428 cited
• 2000The verbal and visual components of package design395 cited
• 2001Recognizing cross‐cultural differences in consumer complaint behavior and intentions: an empirical examination353 cited
• 1999The loyalty ripple effect273 cited
• 2001Descriptive Menu Labels’ Effect on Sales184 cited
• 2002Effect of social influence on repurchase intentions104 cited
• 1992The Effect of Cues on Service Quality Expectations and Service Selection in a Restaurant Setting