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
• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1999Whence Consumer Loyalty?7,319 cited
• 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
• 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
• 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 2001Strategy and the Internet.3,761 cited
• 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
• 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
• 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
• 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited