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A study using the grey system theory to evaluate the importance of various service quality factors
16 references·9 citing·31 second hop
A study using the grey system theory to evaluate the importance of various service quality factors (2002)A study using the grey system theory to e…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Consumer Behavior: Buying, Having and Being (1993)Consumer Behavior: Buying, Ha…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Introduction to Grey system theory (1989)Introduction to Grey system t…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…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Quality-Control Handbook. (1952)Quality-Control Handbook.Economic Control of Quality of Manufactured Product. (1932)Economic Control of Quality o…Archives Management and Service Delivery: The Case of Kenya National Archives and Documentation Services (2022)Archives Management and Servi…The Effect of Absorptive Capacity on Green Customer Capital under an Organizational Unlearning Context (2018)The Effect of Absorptive Capa…Heterogeneous dimensions of SERVQUAL (2018)Heterogeneous dimensions of S…Service Quality in Kenyan Universities: Dimensionality and Contextual Analysis (2014)Service Quality in Kenyan Uni…The influence of service quality and corporate image on customer satisfaction among university students in Kenya (2013)The influence of service qual…The causal relationships between aspects of customer capital (2012)The causal relationships betw…The ‘Inside-out’ and ‘Outside-in’ Approaches on Students’ Perceived Service Quality: An Empirical Evaluation (2010)The ‘Inside-out’ and ‘Outside…Linking dimensions of perceived service quality to actual purchase behaviour (2009)Linking dimensions of perceiv…Forecasting and Evaluating the Tourist Hotel Industry Performance in Taiwan Based on Grey Theory (2008)Forecasting and Evaluating th…Strategic Management and Marketing in the Service Sector (1984)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)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Developing Buyer-Seller Relationships (1987)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Vague sets are intuitionistic fuzzy sets (1996)Application of decision-making techniques in supplier selection: A systematic review of literature (2012)Fuzzy best-worst multi-criteria decision-making method and its applications (2017)Quality, satisfaction and behavioral intentions (2000)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)
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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
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1989Introduction to Grey system theory4,260 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1932Economic Control of Quality of Manufactured Product.3,069 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1952Quality-Control Handbook.2,849 cited
  • 1993

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The Nature and Determinants of Customer Expectations of Service
2,665 cited
  • 1993Consumer Behavior: Buying, Having and Being1,744 cited
  • Cited by

    • 2010The ‘Inside-out’ and ‘Outside-in’ Approaches on Students’ Perceived Service Quality: An Empirical Evaluation48 cited
    • 2018Heterogeneous dimensions of SERVQUAL43 cited
    • 2008Forecasting and Evaluating the Tourist Hotel Industry Performance in Taiwan Based on Grey Theory30 cited
    • 2018The Effect of Absorptive Capacity on Green Customer Capital under an Organizational Unlearning Context27 cited
    • 2014Service Quality in Kenyan Universities: Dimensionality and Contextual Analysis21 cited
    • 2013The influence of service quality and corporate image on customer satisfaction among university students in Kenya21 cited
    • 2012The causal relationships between aspects of customer capital19 cited
    • 2009Linking dimensions of perceived service quality to actual purchase behaviour18 cited
    • 2022Archives Management and Service Delivery: The Case of Kenya National Archives and Documentation Services2 cited