References

• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1982Out of the Crisis7,278 cited
• 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
• 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
• 1995Total quality management as competitive advantage: A review and empirical study2,640 cited
• 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
• 1996SERVQUAL: review, critique, research agenda1,741 cited
• 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
• 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
• 1990Delivering Quality Service1,326 cited
• 2010Winning the Service Game859 cited
• 2000Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees791 cited
• 1986How can service businesses survive and prosper?740 cited
• 1993The service organization: Human resources management is crucial710 cited
• 1997Managing the Professional Service Firm