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Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry
16 references·16 citing·30 second hopsampled
Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry (1994)Technical complexity and consumer knowled…Exchange and Power in Social Life (2017)Exchange and Power in Social …Improving the measurement of service quality (1993)Improving the measurement of …A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …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…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…The Moderating Effect of Prior Knowledge on Cue Utilization in Product Evaluations (1988)The Moderating Effect of Prio…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Dimensions of Consumer Expertise (1987)Dimensions of Consumer Expert…The Effects of Product Class Knowledge on Information Search Behavior (1985)The Effects of Product Class …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Marketing as Exchange (1975)Marketing as ExchangeExchange and Power in Social Life. (1965)Exchange and Power in Social …Social Behavior: Its Elementary Forms (1963)Social Behavior: Its Elementa…Moderating effect of perceived trust on service quality – student satisfaction relationship: evidence from Indian higher management education institutions (2020)Moderating effect of perceive…Linking service convenience to satisfaction: dimensions and key moderators (2017)Linking service convenience t…The impact of customer knowledge and customer relationship management on service quality (2014)The impact of customer knowle…Service characteristics’ impact on key service quality relationships: a meta-analysis (2014)Service characteristics’ impa…Service productivity and service quality: A necessary trade-off? (2011)Service productivity and serv…An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan (2010)An Empirical Assessment of Se…Understanding the Antecedents to Customer Loyalty by Applying Structural Equation Modeling (2007)Understanding the Antecedents…Perceived justice and consumption experience evaluations (2007)Perceived justice and consump…The moderating role of familiarity in rural tourism in Spain (2006)The moderating role of famili…Gender bias in customer evaluations of service quality: an empirical investigation (2006)Gender bias in customer evalu…Consumer Reactions to Firm Signals in Asymmetric Relationships (2005)Consumer Reactions to Firm Si…The effects of locational convenience on customer repurchase intentions across service types (2003)The effects of locational con…Customer‐focused performance and the dynamic model for competence building and leveraging (2003)Customer‐focused performance …Service quality, customer satisfaction and behavior intentions (2002)Service quality, customer sat…A Contingency Approach to Modeling Satisfaction with Management Consulting Services (2000)A Contingency Approach to Mod…Evaluating Service Encounters: A Cross-Cultural and Cross-Industry Exploration (1999)Evaluating Service Encounters…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)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (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)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)ASPECTS OF THE THEORY OF SYNTAX (1964)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Human Inference: Strategies and Shortcomings of Social Judgment. (1983)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)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)Understanding Customer Experience Throughout the Customer Journey (2016)The Commitment-Trust Theory of Relationship Marketing (1994)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)Social Capital in the Creation of Human Capital (2000)A Theory of Fairness, Competition, and Cooperation (1999)Social Exchange Theory: An Interdisciplinary Review (2005)Inequity In Social Exchange (1965)Social Capital: Its Origins and Applications in Modern Sociology (1998)
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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
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 2017Exchange and Power in Social Life15,909 cited
  • 1965Exchange and Power in Social Life.13,624 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1963Social Behavior: Its Elementary Forms4,692 cited
  • 1987Dimensions of Consumer Expertise4,373 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
  • 1985The Effects of Product Class Knowledge on Information Search Behavior1,994 cited
  • 1975Marketing as Exchange1,648 cited
  • 1988The Moderating Effect of Prior Knowledge on Cue Utilization in Product Evaluations

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1,225 cited
  • 1993Improving the measurement of service quality1,197 cited
  • Cited by

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    • 2003The effects of locational convenience on customer repurchase intentions across service types119 cited
    • 2006Gender bias in customer evaluations of service quality: an empirical investigation116 cited
    • 1999Evaluating Service Encounters: A Cross-Cultural and Cross-Industry Exploration108 cited
    • 2011Service productivity and service quality: A necessary trade-off?104 cited
    • 2003Customer‐focused performance and the dynamic model for competence building and leveraging101 cited
    • 2000A Contingency Approach to Modeling Satisfaction with Management Consulting Services96 cited
    • 2007Perceived justice and consumption experience evaluations93 cited
    • 2017Linking service convenience to satisfaction: dimensions and key moderators90 cited
    • 2014The impact of customer knowledge and customer relationship management on service quality88 cited
    • 2020Moderating effect of perceived trust on service quality – student satisfaction relationship: evidence from Indian higher management education institutions66 cited
    • 2014Service characteristics’ impact on key service quality relationships: a meta-analysis62 cited
    • 2005Consumer Reactions to Firm Signals in Asymmetric Relationships60 cited
    • 2010An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan59 cited