References

• 1979Prospect Theory: An Analysis of Decision under Risk48,459 cited
• 1988Prospect theory: An analysis of decision under risk32,475 cited
• 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
• 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
• 1998Not So Different After All: A Cross-Discipline View Of Trust10,264 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
• 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
• 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
• 1998A Narrative Approach to Organization Studies1,348 cited
• 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
• 1993A Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?1,017 cited
• 1998Recovering and Learning from Service Failure727 cited