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An empirical assessment and application of SERVQUAL in a Mainland Chinese department store
15 references·16 citing·32 second hopsampled
An empirical assessment and application of SERVQUAL in a Mainland Chinese department store (2002)An empirical assessment and application o…The Role of Culture in the Service Evaluation Process (1999)The Role of Culture in the Se…Cultural Influences on Service Quality Expectations (1998)Cultural Influences on Servic…Assessing service quality in schools of business (1997)Assessing service quality in …SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Perceived Service Quality and User Satisfaction with the Information Services Function (1994)Perceived Service Quality and…Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)DEFINING QUALITY: ALTERNATIVE…More on improving service quality measurement (1993)More on improving service qua…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)A Longitudinal Analysis of th…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…Are the Generic Scales Enough to Measure Service Quality of Mobile Banking? A Comparative Analysis of Generic Service Quality Measurement Scales to Mobile Banking Context (2019)Are the Generic Scales Enough…Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India (2014)Structural equation modelling…Service quality and customer satisfaction in Chinese fast food sector: A proposal for CFFRSERV (2014)Service quality and customer …Explore how Chinese consumers evaluate retail service quality and satisfaction (2012)Explore how Chinese consumers…Designing service quality to survive: Empirical evidence from Chinese new ventures (2012)Designing service quality to …A re-examination and extension of measuring perceived service quality in Physical Activity and Sports Centres (PSC): QSport-14 scale (2012)A re-examination and extensio…Quality management in China: the effects of firm characteristics and cultural profile (2011)Quality management in China: …Customers' Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach (2011)Customers' Perception towards…An importance-performance analysis of fitness center service quality: Empirical results from fitness centers in Turkey (2011)An importance-performance ana…On the Retail Service Quality Expectations of Chinese Shoppers (2009)On the Retail Service Quality…An epistemological critique of gap theory based library assessment: the case of SERVQUAL (2008)An epistemological critique o…The service encounter in a multi‐national context (2007)The service encounter in a mu…Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India (2007)Measuring Retail Service Qual…Assessing international tourists' perceptions of service quality at Air Mauritius (2007)Assessing international touri…An intersector analysis of the relevance of service in building a strong retail brand (2007)An intersector analysis of th…Information technology center service quality (2005)Information technology center…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Refinement and reassessment of the SERVQUAL scale. (1991)E-S-QUAL (2004)Competitive Advantage: Creating and Sustaining Superior Performance (1985)AIMQ: a methodology for information quality assessment (2002)Information quality benchmarks (2002)Trust and commitment influences on customer retention: insights from business-to-business services (2003)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)The Handbook of Social Psychology (1969)Culture's Consequences: International Differences in Work-Related Values (1981)Toward a universal psychological structure of human values. (1987)Hofstede's dimensions of culture in international marketing studies (2006)Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures (2010)Measuring Hofstede's Five Dimensions of Cultural Values at the Individual Level: Development and Validation of CVSCALE (2011)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis (1993)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,328 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,176 cited
  • 1992An empirical assessment of the SERVQUAL scale2,134 cited
  • 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
  • 1994DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS1,211 cited
  • 1993More on improving service quality measurement921 cited
  • 1998Cultural Influences on Service Quality Expectations780 cited
  • 1994Perceived Service Quality and User Satisfaction with the Information Services Function775 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment679 cited
  • 1999The Role of Culture in the Service Evaluation Process462 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment

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338 cited
  • 1997Assessing service quality in schools of business203 cited
  • Cited by

    • 2005Information technology center service quality110 cited
    • 2007Assessing international tourists' perceptions of service quality at Air Mauritius73 cited
    • 2007An intersector analysis of the relevance of service in building a strong retail brand66 cited
    • 2012Designing service quality to survive: Empirical evidence from Chinese new ventures56 cited
    • 2014Service quality and customer satisfaction in Chinese fast food sector: A proposal for CFFRSERV53 cited
    • 2019Are the Generic Scales Enough to Measure Service Quality of Mobile Banking? A Comparative Analysis of Generic Service Quality Measurement Scales to Mobile Banking Context53 cited
    • 2007Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India50 cited
    • 2008An epistemological critique of gap theory based library assessment: the case of SERVQUAL48 cited
    • 2011Customers' Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach48 cited
    • 2012A re-examination and extension of measuring perceived service quality in Physical Activity and Sports Centres (PSC): QSport-14 scale45 cited
    • 2007The service encounter in a multi‐national context45 cited
    • 2012Explore how Chinese consumers evaluate retail service quality and satisfaction44 cited
    • 2011Quality management in China: the effects of firm characteristics and cultural profile41 cited
    • 2011An importance-performance analysis of fitness center service quality: Empirical results from fitness centers in Turkey41 cited
    • 2014Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India40 cited
    • 2009On the Retail Service Quality Expectations of Chinese Shoppers38 cited