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Service quality in a cellular telecommunications company: a South African experience
12 references·16 citing·31 second hop
Service quality in a cellular telecommunications company: a South African experience (2002)Service quality in a cellular telecommuni…Winning the Service Game (2010)Winning the Service GameBusiness Research (1997)Business ResearchMarketing Planning and Strategy (1996)Marketing Planning and Strate…Service Quality: A Measure of Information Systems Effectiveness (1995)Service Quality: A Measure of…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …The essence of services marketing (1993)The essence of services marke…More on improving service quality measurement (1993)More on improving service qua…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…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…Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience (2023)Measuring customer satisfacti…The Impact of Quality Public Service Delivery on Customer Satisfaction in Bahir Dar City Administration: The Case of Ginbot 20 Sub-city (2019)The Impact of Quality Public …Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting (2018)Determinants of Customer Sati…SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research (2013)SERVQUAL and SERVPERF: A Revi…Service quality, customer satisfaction and loyalty among industrial customers of a public electricity utility in Malawi (2013)Service quality, customer sat…English Language Teaching and Learning Issues in Malaysia: Learners' Perceptions via Facebook Dialogue Journal (2012)English Language Teaching and…A study on mobile phone service loyalty in Taiwan (2012)A study on mobile phone servi…Customers' Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach (2011)Customers' Perception towards…An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan (2010)An Empirical Assessment of Se…User's perceived service quality of mobile communications: experience from Ethiopia (2009)User's perceived service qual…E- Service Quality, Ease of Use, Usability and Enjoyment as Antecedents of E-CRM Performance: An Empirical Investigation in Jordan Mobile Phone Services (2009)E- Service Quality, Ease of U…Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry (2009)Assessment of the psychometri…Managing the Customer Perceived Service Quality for Cellular Mobile Telephony: An Empirical Investigation (2008)Managing the Customer Perceiv…Operational challenges in the call center industry: a case study and resource‐based framework (2006)Operational challenges in the…Quality management in service firms: sustaining structures of total quality service (2005)Quality management in service…Information technology center service quality (2005)Information technology center…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)Trust And Distrust: New Relationships and Realities (1998)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Evolving to a New Dominant Logic for Marketing (2003)Steps toward a science of service systems (2007)Coefficient Alpha and the Internal Structure of Tests (1951)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)Validation Guidelines for IS Positivist Research (2004)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)E-S-QUAL (2004)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Determinants of customer satisfaction in retail banking (1996)The Relationships between Culture and Service Quality Perceptions (2000)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)An Exploratory Comparison of Electronic Commerce Adoption in Large and Small Enterprises (2002)The role of dynamic capabilities in e-business transformation (2003)Exploring the six sigma phenomenon using multiple case study evidence (2008)Customer satisfaction and loyalty in online and offline environments (2003)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)
this work references cited by second hop

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
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1995Service Quality: A Measure of Information Systems Effectiveness1,765 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 1993More on improving service quality measurement878 cited
  • 2010Winning the Service Game859 cited
  • 1997Business Research323 cited
  • 1993The essence of services marketing252 cited
  • 1996Marketing Planning and Strategy228 cited

Cited by

  • 2005Quality management in service firms: sustaining structures of total quality service161 cited
  • 2018Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting122 cited
  • 2005Information technology center service quality

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110 cited
  • 2012English Language Teaching and Learning Issues in Malaysia: Learners' Perceptions via Facebook Dialogue Journal106 cited
  • 2023Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience85 cited
  • 2009User's perceived service quality of mobile communications: experience from Ethiopia84 cited
  • 2009Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry75 cited
  • 2012A study on mobile phone service loyalty in Taiwan66 cited
  • 2013SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research64 cited
  • 2010An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan59 cited
  • 2008Managing the Customer Perceived Service Quality for Cellular Mobile Telephony: An Empirical Investigation58 cited
  • 2006Operational challenges in the call center industry: a case study and resource‐based framework56 cited
  • 2013Service quality, customer satisfaction and loyalty among industrial customers of a public electricity utility in Malawi55 cited
  • 2019The Impact of Quality Public Service Delivery on Customer Satisfaction in Bahir Dar City Administration: The Case of Ginbot 20 Sub-city53 cited
  • 2011Customers' Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach48 cited
  • 2009E- Service Quality, Ease of Use, Usability and Enjoyment as Antecedents of E-CRM Performance: An Empirical Investigation in Jordan Mobile Phone Services44 cited