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How Do Customers Perceive Service Quality in Differently Structured Fast Food Restaurants?
16 references·3 citing·31 second hop
How Do Customers Perceive Service Quality in Differently Structured Fast Food Restaurants? (2014)How Do Customers Perceive Service Quality…Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions (2007)Does Food Quality Really Matt…The determinants of perceived service quality and its relationship with satisfaction (2000)The determinants of perceived…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Dineserv: A Tool for Measuring Service Quality in Restaurants (1995)Dineserv: A Tool for Measurin…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…Service Quality: Insights and Managerial Implications from the Frontier (1994)Service Quality: Insights and…Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice (1994)Encounter Satisfaction versus…An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions (1994)An assessment of the relation…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Service management and marketing: managing the moments of truth in service competition (1990)Service management and market…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…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 Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Effect of expectation and dis…Measuring QSR service quality on behavioral intentions of gen Z customers using QUICKSERV–mediating effect of service value and satisfaction (2022)Measuring QSR service quality…QUICKSERV: a service quality assessment tool for the quick-service restaurant industry (2021)QUICKSERV: a service quality …More is not always better: determinants of choice overload and satisfaction with customization in fast casual restaurants (2021)More is not always better: de…Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)A National Customer Satisfaction Barometer: The Swedish Experience (1992)A Theory of Cognitive Dissonance (2017)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)The C-OAR-SE procedure for scale development in marketing (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Advertising as Information (1974)Breaking Free from Product Marketing (1977)The Theory of Buyer Behavior (1971)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Understanding Relationship Marketing Outcomes (2002)
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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
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
  • 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
  • 1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1,740 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited
  • 2007Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions901 cited
  • 1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice

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852 cited
  • 1995Dineserv: A Tool for Measuring Service Quality in Restaurants823 cited
  • 2000The determinants of perceived service quality and its relationship with satisfaction783 cited
  • Cited by

    • 2021More is not always better: determinants of choice overload and satisfaction with customization in fast casual restaurants28 cited
    • 2022Measuring QSR service quality on behavioral intentions of gen Z customers using QUICKSERV–mediating effect of service value and satisfaction28 cited
    • 2021QUICKSERV: a service quality assessment tool for the quick-service restaurant industry28 cited