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Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty
16 references·6 citing·36 second hop
Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty (2010)Revitalization of Service Quality to Gain…E-S-QUAL: A multiple-item scale for assessing electronic service quality (2019)E-S-QUAL: A multiple-item sca…Service Failure in Online Retailing (2003)Service Failure in Online Ret…Services marketing. 3rd. ed. (2002)Services marketing. 3rd. ed.Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…Predicting Internet/ e‐commerce use (2002)Predicting Internet/ e‐commer…Attributions and Outcomes of the Service Recovery Process (2001)Attributions and Outcomes of …Technology Infusion in Service Encounters (2000)Technology Infusion in Servic…Structural equation modeling with AMOS: basic concepts, applications, and programming (2000)Structural equation modeling …Recovering and Learning from Service Failure (1998)Recovering and Learning from …Tracking service failures and employee recovery efforts (1995)Tracking service failures and…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Prescriptions for a service quality revolution in America (1992)Prescriptions for a service q…Zero defections: quality comes to services. (1990)Zero defections: quality come…The profitable art of service recovery. (1990)The profitable art of service…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …Assessing international students' satisfaction of a Jordanian university using the service quality model (2021)Assessing international stude…Repositioning the customer support services: the next frontier of competitive advantage (2020)Repositioning the customer su…Customer Loyalty: The Effect of Service Quality, Corporate Image, Customer Relationship Marketing and Customer Satisfaction as Intervening Variable-An Empirical Analysis of Bank Customers in Malang City (2017)Customer Loyalty: The Effect …How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market (2016)How Important Is Customer Sat…The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels (2013)The drivers of customer satis…Service quality, customer satisfaction and customer loyalty analysis in Bangladesh apparel fashion retail: an empirical study (2012)Service quality, customer sat…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)Evolving to a New Dominant Logic for Marketing (2003)The Behavioral Consequences of Service Quality (1996)Technology Readiness Index (Tri) (2000)The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda (2000)Understanding Service Convenience (2002)Satisfaction: a behavioral perspective on the consumer (2010)A Model of Advertising and Product Quality (1978)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Social Media in Tourism and Hospitality: A Literature Review (2013)Advances in Consumer Research (2025)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)An Updated and Streamlined Technology Readiness Index (2014)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes (2003)Failing to Learn and Learning to Fail (Intelligently) (2005)Failing to Learn? The Effects of Failure and Success on Organizational Learning in the Global Orbital Launch Vehicle Industry (2010)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)In Search of Golden Rules: Comment on Hypothesis-Testing Approaches to Setting Cutoff Values for Fit Indexes and Dangers in Overgeneralizing Hu and Bentler's (1999) Findings (2004)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)Using PLS path modeling in new technology research: updated guidelines (2016)Managing Internet Product Returns: A Focus on Effective Service Operations (2007)Success Factors for Destination Marketing Web Sites: A Qualitative Meta-Analysis (2007)Effect of social commerce factors on user purchase behavior: An empirical investigation from renren.com (2015)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2000Structural equation modeling with AMOS: basic concepts, applications, and programming17,968 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2000Technology Infusion in Service Encounters1,551 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
  • 1998Recovering and Learning from Service Failure727 cited
  • 2019E-S-QUAL: A multiple-item scale for assessing electronic service quality660 cited
  • 1995Tracking service failures and employee recovery efforts609 cited
  • 2003Service Failure in Online Retailing470 cited
  • 1992Prescriptions for a service quality revolution in America202 cited
  • 2002Services marketing. 3rd. ed.200 cited
  • 2001Attributions and Outcomes of the Service Recovery Process

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176 cited
  • 2002Predicting Internet/ e‐commerce use103 cited
  • Cited by

    • 2020Repositioning the customer support services: the next frontier of competitive advantage56 cited
    • 2021Assessing international students' satisfaction of a Jordanian university using the service quality model49 cited
    • 2016How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market41 cited
    • 2013The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels37 cited
    • 2017Customer Loyalty: The Effect of Service Quality, Corporate Image, Customer Relationship Marketing and Customer Satisfaction as Intervening Variable-An Empirical Analysis of Bank Customers in Malang City29 cited
    • 2012Service quality, customer satisfaction and customer loyalty analysis in Bangladesh apparel fashion retail: an empirical study29 cited