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Difference Scores versus Direct Effects in Service Quality Measurement
16 references·16 citing·32 second hopsampled
Difference Scores versus Direct Effects in Service Quality Measurement (2002)Difference Scores versus Direct Effects i…Advances in Consumer Research (2025)Advances in Consumer ResearchSatisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Customer Satisfaction: A Meta…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Dyadic Business Relationships within a Business Network Context (1994)Dyadic Business Relationships…Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Models of Consumer Satisfaction Formation: An Extension (1988)Models of Consumer Satisfacti…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Advances in Consumer Research (1983)Advances in Consumer ResearchAn Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…A Means-End Chain Model Based on Consumer Categorization Processes (1982)A Means-End Chain Model Based…Incentivizing innovation: The role of knowledge exchange and distal search behavior (2020)Incentivizing innovation: The…Exploring Service Quality of Low Cost Airlines (2019)Exploring Service Quality of …Performance-only measures vs. performance-expectation measures of service quality (2016)Performance-only measures vs.…Modeling Web-based library service quality (2012)Modeling Web-based library se…Emergent Marketing Strategies and Performance: The Effects of Market Uncertainty and Strategic Feedback Systems (2012)Emergent Marketing Strategies…The moderating effects of purchase importance in customer satisfaction process: An empirical investigation (2011)The moderating effects of pur…Conceptualisation and Modelling of the Process behind Brand Association Transfer (2011)Conceptualisation and Modelli…An assessment of information systems service quality using SERVQUAL+ (2011)An assessment of information …Verifying alternative measures of the service-quality construct: consistencies and contradictions (2010)Verifying alternative measure…The implications of subjective career success (2010)The implications of subjectiv…Determining satisfaction through customer-perceived service quality and value: evidence from Ethiopian Telecommunications (2010)Determining satisfaction thro…Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model (2006)Theory of planning behavior (…A taxonomy of standards in the service sector: Theoretical discussion and empirical test (2006)A taxonomy of standards in th…An alternative measure for assessing perceived quality of software house services (2005)An alternative measure for as…E‐service quality: a model of virtual service quality dimensions (2003)E‐service quality: a model of…A model of the antecedents of should and will service expectations (2002)A model of the antecedents of…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)The Behavioral Consequences of Service Quality (1996)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)A Theory of Cognitive Dissonance (1957)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Theory of Cognitive Dissonance (2017)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Understanding Customer Experience Throughout the Customer Journey (2016)Statistical Methods for Meta-Analysis (1988)Understanding Relationship Marketing Outcomes (2002)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)The Presentation of Self in Everyday Life. (1956)The Evolution of Cooperation (1981)Economic Action and Social Structure: The Problem of Embeddedness (1985)An Integrated Model of Buyer-Seller Relationships (1995)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)The Uppsala internationalization process model revisited: From liability of foreignness to liability of outsidership (2009)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Developing and validating a multidimensional consumer-based brand equity scale (2001)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Developing Buyer-Seller Relationships (1987)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 2025Advances in Consumer Research13,486 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction3,441 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,328 cited
  • 2014Satisfaction: A Behavioral Perspective on the Consumer3,136 cited
  • 1983Advances in Consumer Research2,944 cited
  • 1994Dyadic Business Relationships within a Business Network Context2,371 cited
  • 1988Models of Consumer Satisfaction Formation: An Extension2,252 cited
  • 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,229 cited
  • 1992An empirical assessment of the SERVQUAL scale2,134 cited
  • 1982A Means-End Chain Model Based on Consumer Categorization Processes1,985 cited
  • 2004Services Marketing: Integrating Customer Focus Across the Firm1,789 cited
  • 1996SERVQUAL: review, critique, research agenda1,770 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality

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1,655 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,508 cited
  • Cited by

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    • 2012Emergent Marketing Strategies and Performance: The Effects of Market Uncertainty and Strategic Feedback Systems49 cited
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    • 2010Determining satisfaction through customer-perceived service quality and value: evidence from Ethiopian Telecommunications36 cited
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    • 2016Performance-only measures vs. performance-expectation measures of service quality33 cited
    • 2020Incentivizing innovation: The role of knowledge exchange and distal search behavior32 cited
    • 2011An assessment of information systems service quality using SERVQUAL+30 cited
    • 2010The implications of subjective career success26 cited
    • 2005An alternative measure for assessing perceived quality of software house services22 cited
    • 2019Exploring Service Quality of Low Cost Airlines20 cited
    • 2011Conceptualisation and Modelling of the Process behind Brand Association Transfer18 cited