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Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India
16 references·9 citing·35 second hop
Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India (2007)Measuring Retail Service Quality: Examini…Service quality: research perspectives (2004)Service quality: research per…Measuring Service Quality: Servqual vs. Servperf Scales (2004)Measuring Service Quality: Se…Service quality and customer loyalty perspectives on two levels of retail relationships (2003)Service quality and customer …Customer perceptions of service quality: A critique (2001)Customer perceptions of servi…The Relationships between Culture and Service Quality Perceptions (2000)The Relationships between Cul…An examination of the relationship between service quality, customer satisfaction, and store loyalty (2000)An examination of the relatio…Service quality in the banking industry: an assessment in a developing economy (1999)Service quality in the bankin…The role of personalization in service encounters (1996)The role of personalization i…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores (1994)Customer Expectations and Per…Improving the measurement of service quality (1993)Improving the measurement of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…SERVICE QUALITY AND ORGANIZATIONAL EXCELLENCE AND THEIR RELATIONSHIPS WITH THE WADI RUM PROTECTED AREA EMPLOYEES' JOB SATISFACTION (2024)SERVICE QUALITY AND ORGANIZAT…Service quality models in the context of the fitness industry (2016)Service quality models in the…Examining the Relationships among Motivation, Service Quality and Loyalty: The case of the National Museum of Natural Science (2015)Examining the Relationships a…Evaluation of retail service quality – a fuzzy AHP approach (2015)Evaluation of retail service …Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia (2014)Relationship between Service …Evaluation of retail service quality using analytic hierarchy process (2014)Evaluation of retail service …Service quality, customer satisfaction and customer loyalty analysis in Bangladesh apparel fashion retail: an empirical study (2012)Service quality, customer sat…Validation of the RSQS in apparel specialty stores (2011)Validation of the RSQS in app…Chapter 2. A Review of the Literature (2003)Chapter 2. A Review of the Li…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)SERVQUAL: review, critique, research agenda (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)The Behavioral Consequences of Service Quality (1996)Marketing management: analysis. planning. implementation and control (2000)An Examination of Moderator Effects in the Four-Stage Loyalty Model (2006)Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study (2008)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Refinement and reassessment of the SERVQUAL scale. (1991)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Service quality, customer satisfaction, and customer value: A holistic perspective (1999)Zero defections: quality comes to services. (1990)Customer satisfaction with services: putting perceived value into the equation (2000)Service loyalty (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Culture's Consequences: International Differences in Work-Related Values (1981)Hofstede's dimensions of culture in international marketing studies (2006)Examining the impact of Culture's consequences: A three-decade, multilevel, meta-analytic review of Hofstede's cultural value dimensions. (2010)Measuring Hofstede's Five Dimensions of Cultural Values at the Individual Level: Development and Validation of CVSCALE (2011)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)The validity of the SERVQUAL and SERVPERF scales (2007)A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2014)Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model (2020)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 2000An examination of the relationship between service quality, customer satisfaction, and store loyalty833 cited
  • 2000The Relationships between Culture and Service Quality Perceptions798 cited
  • 2004Measuring Service Quality: Servqual vs. Servperf Scales521 cited
  • 1996The role of personalization in service encounters457 cited
  • 2003Service quality and customer loyalty perspectives on two levels of retail relationships407 cited
  • 1999Service quality in the banking industry: an assessment in a developing economy346 cited
  • 1994Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores336 cited
  • 2001

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Customer perceptions of service quality: A critique
270 cited
  • 2004Service quality: research perspectives265 cited
  • Cited by

    • 2016Service quality models in the context of the fitness industry40 cited
    • 2015Examining the Relationships among Motivation, Service Quality and Loyalty: The case of the National Museum of Natural Science39 cited
    • 2014Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia38 cited
    • 2011Validation of the RSQS in apparel specialty stores36 cited
    • 2015Evaluation of retail service quality – a fuzzy AHP approach34 cited
    • 2012Service quality, customer satisfaction and customer loyalty analysis in Bangladesh apparel fashion retail: an empirical study29 cited
    • 2014Evaluation of retail service quality using analytic hierarchy process27 cited
    • 2003Chapter 2. A Review of the Literature3 cited
    • 2024SERVICE QUALITY AND ORGANIZATIONAL EXCELLENCE AND THEIR RELATIONSHIPS WITH THE WADI RUM PROTECTED AREA EMPLOYEES' JOB SATISFACTION1 cited