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
• 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
• 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
• 1998Customer Satisfaction and Word of Mouth2,105 cited
• 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
• 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
• 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
• 2002Service loyalty1,549 cited
• 1990Delivering Quality Service1,326 cited
• 1996An empirical examination of a model of perceived service quality and satisfaction1,220 cited
• 1989