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Relationships between SERVQUAL dimensions and organizational performance in the case of a business‐to‐business service
16 references·7 citing·22 second hop
Relationships between SERVQUAL dimensions and organizational performance in the case of a business‐to‐business service (1998)Relationships between SERVQUAL dimensions…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 …More on improving service quality measurement (1993)More on improving service qua…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)A Longitudinal Analysis of th…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Delivering Quality Service (1990)Delivering Quality ServiceConsumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…A Gap Analysis of Professional Service Quality (1989)A Gap Analysis of Professiona…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry (1987)Effects of Relationship Marke…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…Sources of consumer satisfaction with retail outlets. (1981)Sources of consumer satisfact…A Review of Service and E-Service Quality Measurements: Previous Literature and Extension (2015)A Review of Service and E-Ser…PENGARUH KOMPETENSI TERHADAP MOTIVASI PRESTASI, PENGHARGAAN DAN KEPUASAN KERJA DOSEN PADA SEKOLAH TINGGI ILMU KESEHATAN PROVINSI SULAWESI SELATAN (2013)PENGARUH KOMPETENSI TERHADAP …Measuring Life Insurance Service Quality: An Empirical Assessment of SERVQUAL Instrument (2011)Measuring Life Insurance Serv…Customers' Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach (2011)Customers' Perception towards…The impact of service encounter quality in service evaluation: evidence from a business‐to‐business context (2010)The impact of service encount…Comparing perceived and expected service using an AHP model: an application to measure service quality of a company engaged in pharmaceutical distribution (2010)Comparing perceived and expec…An assessment of customer service in business‐to‐business relationships (2007)An assessment of customer ser…Strategic Management and Marketing in the Service Sector (1984)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)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Developing Buyer-Seller Relationships (1987)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)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)E-S-QUAL (2004)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)
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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
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
  • 1990Delivering Quality Service1,326 cited
  • 1989A Gap Analysis of Professional Service Quality1,123 cited
  • 1987Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry

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977 cited
  • 1993More on improving service quality measurement878 cited
  • 1981Sources of consumer satisfaction with retail outlets.380 cited
  • Cited by

    • 2010The impact of service encounter quality in service evaluation: evidence from a business‐to‐business context69 cited
    • 2015A Review of Service and E-Service Quality Measurements: Previous Literature and Extension49 cited
    • 2011Customers' Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach48 cited
    • 2007An assessment of customer service in business‐to‐business relationships39 cited
    • 2011Measuring Life Insurance Service Quality: An Empirical Assessment of SERVQUAL Instrument34 cited
    • 2010Comparing perceived and expected service using an AHP model: an application to measure service quality of a company engaged in pharmaceutical distribution29 cited
    • 2013PENGARUH KOMPETENSI TERHADAP MOTIVASI PRESTASI, PENGHARGAAN DAN KEPUASAN KERJA DOSEN PADA SEKOLAH TINGGI ILMU KESEHATAN PROVINSI SULAWESI SELATAN3 cited