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
• 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
• 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications4,123 cited
• 1985Problems and Strategies in Services Marketing2,819 cited
• 1977Breaking Free from Product Marketing2,056 cited
• 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
• 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
• 1987Competing on the Eight Dimensions of Quality1,691 cited
• 1979Where does the customer fit in a service operation?834 cited
• 1981Marketing Intangible Products and Product Intangibles684 cited
• 1990Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level