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
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 2017The Motivation to Work5,564 cited
• 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
• 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
• 1984Attractive Quality and Must-Be Quality3,436 cited
• 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
• 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
• 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
• 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
• 2005Service quality models: a review1,007 cited
• 2000The Six Sigma Way: How GE, Motorola, and Other Top Companies are Honing Their Performance