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Determinants of internal service quality and the relationship with internal customer satisfaction
16 references·0 citing·29 second hop
Determinants of internal service quality and the relationship with internal customer satisfaction (2012)Determinants of internal service quality …The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009)The relationships among servi…Marketing Research: An Applied Approach (2000)Marketing Research: An Applie…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 …Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Book Review: Marketing Research: An Applied Orientation (1994)Book Review: Marketing Resear…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Book Review: Forum Marketing Research: Methodological Foundations (1977)Book Review: Forum Marketing …Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Mail and Telephone Surveys: The Total Design Method. (1979)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)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)Understanding Customer Experience Throughout the Customer Journey (2016)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Understanding Relationship Marketing Outcomes (2002)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Brave new world: service robots in the frontline (2018)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Construction and Validation of a Scale to Measure Celebrity Endorsers' Perceived Expertise, Trustworthiness, and Attractiveness (1990)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1994Book Review: Marketing Research: An Applied Orientation7,087 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1977Book Review: Forum Marketing Research: Methodological Foundations4,351 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Putting the Service-Profit Chain to Work3,734 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,328 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 2000Marketing Research: An Applied Approach2,662 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1992An empirical assessment of the SERVQUAL scale2,134 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1996SERVQUAL: review, critique, research agenda1,770 cited

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  • 2009The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services1,462 cited
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