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Service quality improvement

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1993Qualitative Methods in Management Research.2,306 cited
1990Service management and marketing: managing the moments of truth in service competition1,899 cited
1991Marketing‐orientation Revisited: The Crucial Role of the Part‐time Marketer543 cited
1990Managing the Service Encounter: A Focus on the Employee164 cited

Cited by

2010How to create attractive and unique customer experiences89 cited
2007Values‐based service quality for sustainable business88 cited
2002A probabilistic approach to measure hotel service quality68 cited
2011ISO certification in the tour operator sector68 cited
2015Hedonic adaptation and satiation: Understanding switching behavior in the restaurant industry65 cited
2015Complaint management in hospitality organizations: The role of empowerment and other service recovery attributes impacting loyalty and satisfaction55 cited
2011Speech Act Analysis to Short Stories52 cited
2023Improving online food ordering and delivery service quality by managing customer expectations: evidence from Italy44 cited

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2014Benefits of ISO 20000 IT service management certification44 cited

2020E-Service Quality from Attributes to Outcomes: The Similarity and Difference between Digital and Hybrid Services40 cited

2011The theory of attractive quality and experience offerings30 cited

2020“Influence of Consumer Sales Promotion on Consumers’ Purchasing Behaviour of the Retailing of Consumer Goods in Tema, Ghana”28 cited

2021Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York28 cited

2006Telecommunication Industry in Malaysia: Demographics Effect on Customer Expectations, Performance, Satisfaction and Retention28 cited

2009Measuring perceived service quality in Qatari Islamic banks27 cited

2014A Conceptual Framework of Extending the Theory of Planned Behavior: The Role of Service Quality and Trust in the Consumer Cooperatives23 cited