References

• 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
• 2001Consumer perceived value: The development of a multiple item scale6,635 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 1994Putting the Service-Profit Chain to Work3,732 cited
• 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
• 2003Managing the transition from products to services2,328 cited
• 1977Breaking Free from Product Marketing2,056 cited
• 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
• 1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited
• 1999Go Downstream: The New Profit Imperative in Manufacturing1,068 cited
• 1994Marketing Management: An Asian Perspective565 cited
• 1996Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions