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
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
• 1979Quality Is Free: The Art of Making Quality Certain2,574 cited
• 1992Research Methods in Social Relations2,081 cited
• 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
• 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
• 1984Strategic Management and Marketing in the Service Sector1,667 cited
• 1970Corporate strategy : an analytic approach to business policy for growth and expansion.1,554 cited
• 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
• 1989A Gap Analysis of Professional Service Quality1,123 cited
• 1983Emerging perspectives on services marketing1,018 cited
• 1983A Quantitative Review of Research Design Effects on Response Rates to Questionnaires706 cited
• 1976Product Performance and Consumer Satisfaction: A New Concept