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Quantifying the Extent of Temporal Decay in Service Quality Ratings
16 references·0 citing·27 second hop
Quantifying the Extent of Temporal Decay in Service Quality Ratings (2009)Quantifying the Extent of Temporal Decay …Cognitive dissonance and the stability of service quality perceptions (2004)Cognitive dissonance and the …A Review and Critique of Research Using Servqual (2004)A Review and Critique of Rese…An exploratory study of the effects of experience on consumer perceptions of the service quality construct (2003)An exploratory study of the e…SERVQUAL revisited: a critical review of service quality (1996)SERVQUAL revisited: a critica…Measuring service quality: Is SERVQUAL now redundant? (1995)Measuring service quality: Is…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Measuring Customer Satisfaction: Fact and Artifact (1992)Measuring Customer Satisfacti…An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Post-purchase product satisfaction: Incorporating the effects of involvement and time (1991)Post-purchase product satisfa…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Theory of Cognitive Dissonance (1957)A Theory of Cognitive Dissona…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service (2002)Service quality models: a review (2005)E-S-QUAL (2004)Inequity In Social Exchange (1965)Managing Legitimacy: Strategic and Institutional Approaches (1995)Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (2021)
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References

  • 1957A Theory of Cognitive Dissonance24,248 cited
  • 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
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,328 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,176 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,134 cited
  • 1996SERVQUAL revisited: a critical review of service quality1,036 cited
  • 1992Measuring Customer Satisfaction: Fact and Artifact706 cited
  • 1991Post-purchase product satisfaction: Incorporating the effects of involvement and time200 cited
  • 2004A Review and Critique of Research Using Servqual179 cited
  • 1995Measuring service quality: Is SERVQUAL now redundant?145 cited
  • 2003

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An exploratory study of the effects of experience on consumer perceptions of the service quality construct
103 cited
  • 2004Cognitive dissonance and the stability of service quality perceptions98 cited
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