this work references cited by second hop· second hop is a sample of the most-cited connectionsReferences
- 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
- 1995Testing Structural Equation Models.8,211 cited
- 1984A Service Quality Model and its Marketing Implications6,560 cited
- 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
- 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
- 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
- 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
- 1993Testing Structural equation models2,267 cited
- 1992Marketing Services: Competing Through Quality2,178 cited
- 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
- 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
- 1996SERVQUAL: review, critique, research agenda
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