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Rethinking perceived service quality: An alternative to hierarchical and multidimensional models
16 references·10 citing·30 second hop
Rethinking perceived service quality: An alternative to hierarchical and multidimensional models (2010)Rethinking perceived service quality: An …The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)The Predictive Validity of Mu…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…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…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Dimensions of Consumer Expertise (1987)Dimensions of Consumer Expert…Social Identity and Intergroup Relations. (1985)Social Identity and Intergrou…An attributional theory of achievement motivation and emotion. (1985)An attributional theory of ac…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…Toward a better understanding of core and peripheral market demand for women’s spectator sports: An importance-performance map analysis approach based on gender (2022)Toward a better understanding…Service Quality Expectations in the Fitness Center Context: A Validation of the Expectations Component of the SERVQUAL Scale in Greece (2020)Service Quality Expectations …Perceived service quality among regular users of gyms in public sports centres in the UK (2020)Perceived service quality amo…Service quality models in the context of the fitness industry (2016)Service quality models in the…Customer perceived service quality and loyalty in Islamic banks (2016)Customer perceived service qu…Perceived service quality models: Are they still relevant? (2015)Perceived service quality mod…Effect of Event Service Quality and Satisfaction on Happiness Among Runners of a Recurring Sport Event (2014)Effect of Event Service Quali…Developing and validating a hierarchical model of service quality of retail banks (2014)Developing and validating a h…Developing and validating a hierarchical model of external responsiveness: A study on RFID technology (2014)Developing and validating a h…Conceptualisation of service quality for hybrid services: a hierarchical approach (2013)Conceptualisation of service …Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Generalized expectancies for internal versus external control of reinforcement. (1966)Psychological stress and the coping process (1966)Learned helplessness in humans: Critique and reformulation. (1978)Emotional Intelligence (1990)Expectancy–Value Theory of Achievement Motivation (2000)Motivational Beliefs, Values, and Goals (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Atmospherics as a Marketing Tool (1974)Customer Engagement (2011)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)
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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
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1985An attributional theory of achievement motivation and emotion.7,833 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1987Dimensions of Consumer Expertise4,373 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1985

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Social Identity and Intergroup Relations.
3,214 cited
  • 2007The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs3,094 cited
  • Cited by

    • 2014Effect of Event Service Quality and Satisfaction on Happiness Among Runners of a Recurring Sport Event193 cited
    • 2015Perceived service quality models: Are they still relevant?54 cited
    • 2016Customer perceived service quality and loyalty in Islamic banks54 cited
    • 2016Service quality models in the context of the fitness industry40 cited
    • 2020Perceived service quality among regular users of gyms in public sports centres in the UK36 cited
    • 2020Service Quality Expectations in the Fitness Center Context: A Validation of the Expectations Component of the SERVQUAL Scale in Greece34 cited
    • 2014Developing and validating a hierarchical model of service quality of retail banks34 cited
    • 2013Conceptualisation of service quality for hybrid services: a hierarchical approach28 cited
    • 2022Toward a better understanding of core and peripheral market demand for women’s spectator sports: An importance-performance map analysis approach based on gender21 cited
    • 2014Developing and validating a hierarchical model of external responsiveness: A study on RFID technology14 cited