this work references cited by second hop· second hop is a sample of the most-cited connectionsReferences
- 1951Coefficient Alpha and the Internal Structure of Tests43,892 cited
- 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
- 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
- 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
- 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
- 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
- 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
- 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
- 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
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- 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
- 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
- 1992An empirical assessment of the SERVQUAL scale2,126 cited
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