References

• 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
• 1993From value chain to value constellation: designing interactive strategy.2,050 cited
• 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
• 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
• 1987Competing on the Eight Dimensions of Quality1,691 cited
• 1984Designing services that deliver1,272 cited
• 1989A Gap Analysis of Professional Service Quality1,123 cited
• 1995Relationship marketing: Bringing quality, customer service and marketing together827 cited
• 1988A Conceptual Model of Service Quality579 cited
• 1992Relationship marketing: bringing quality, customer service and marketing together359 cited
• 1988Managing services : marketing, operations, and human resources319 cited
• 1989Managing Services Marketing: Text and Readings237 cited
• 1990A Synthesised Service Quality Model with Managerial Implications