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Perceived service quality and customer satisfaction in a store performance framework

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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
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 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
1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
1992An empirical assessment of the SERVQUAL scale

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2,126 cited

1990Service management and marketing: managing the moments of truth in service competition1,899 cited

1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited

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2005Loyalty transfer from offline to online stores in the UK grocery industry67 cited
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2003Effects of Switching Barriers on Satisfaction, Repurchase Intentions and Attitudinal Loyalty58 cited
2020Service quality of student services and student satisfaction: the mediating effect of cross-functional collaboration50 cited
2006Subjective appraisal of service quality using fuzzy linguistic assessment42 cited
2011Evaluation of service quality by using fuzzy MCDM: A case study in Iranian health-care centers42 cited
2017A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE40 cited
2018Evaluating the service quality of solar product companies using SERVQUAL model39 cited
2010Verifying alternative measures of the service-quality construct: consistencies and contradictions38 cited
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2017Consumer perception and behavior in the retail foodscape–A study of chilled groceries31 cited