References

• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
• 1996Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations5,628 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 2004E-S-QUAL3,962 cited
• 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
• 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
• 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
• 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
• 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
• 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
• 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
• 1990Relationship approach to marketing in service contexts: The marketing and organizational behavior interface1,327 cited
• 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration