References

• 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
• 2004E-S-QUAL3,962 cited
• 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
• 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
• 2003E-LOYALTY: YOUR SECRET WEAPON ON THE WEB2,084 cited
• 2000E-satisfaction: an initial examination2,007 cited
• 1994Logistics and Supply Chain Management: Strategies for Reducing Costs and Improving Services.1,662 cited
• 1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,628 cited
• 2002Key dimensions of business-to-consumer web sites1,118 cited
• 2000A conceptual framework for understanding e-service quality : implications for future research and managerial practice832 cited
• 2003The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes561 cited