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
• 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
• 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
• 1995Service Quality: A Measure of Information Systems Effectiveness1,765 cited
• 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
• 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
• 1996The Effect of Service Quality and Partnership on the Outsourcing of Information Systems Functions917 cited
• 1999Effect of Partnership Quality on IS Outsourcing Success: Conceptual Framework and Empirical Validation914 cited
• 2000A conceptual framework for understanding e-service quality : implications for future research and managerial practice832 cited
• 1997Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1600 cited
• 2002Dimensions of e‐quality589 cited
• 1999Rigor and Relevance in MIS Research: Beyond the Approach of Positivism Alone584 cited
• 2001Service quality and e‐commerce: an exploratory analysis