References

• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics9,798 cited
• 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
• 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
• 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
• 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
• 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
• 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
• 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
• 1994Service Quality: New Directions in Theory and Practice