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Gender bias in customer evaluations of service quality: an empirical investigation

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References

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
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1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
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1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
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1994Service Quality: New Directions in Theory and Practice1,701 cited

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1987Students' evaluations of University teaching: Research findings, methodological issues, and directions for future research1,330 cited

1998Employee Behavior in a Service Environment: A Model and Test of Potential Differences between Men and Women695 cited

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2011The impact of help seeking on individual task performance: The moderating effect of help seekers' logics of action.57 cited
2012Senior Citizen Satisfaction with Restaurant Service Quality56 cited
2012The Influence of Service Quality on Satisfaction: A Gender Comparison50 cited
2017Assisting upon entry: Helping type and approach as moderators of how role conflict affects newcomer resource drain.50 cited
2009Service recovery expectation model – from the perspectives of consumers48 cited
2016Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions43 cited
2019Antecedents and outcomes of relationship quality in casual dining restaurants41 cited
2013Regional effects on customer satisfaction with restaurants36 cited
2018Customer evaluations of service-oriented organizational citizenship behaviors: Agentic and communal differences36 cited
2012Understanding perceived casino service difference among casino players35 cited
2019Lady first? The gender difference in the influence of service quality on online consumer behavior33 cited