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Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses
16 references·0 citing·38 second hop
Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses (2015)Diagnosing service quality using customer…Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce? (2015)Customer-perceived value and …Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Customer experience quality: …An evaluation of airline service quality using the fuzzy weighted SERVQUAL method (2010)An evaluation of airline serv…User generated content: the use of blogs for tourism organisations and tourism consumers (2008)User generated content: the u…MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY (2006)MEASURING SERVICE QUALITY IN …Service quality models: a review (2005)Service quality models: a rev…Measuring service quality in the hotel industry: A study in a business hotel in Turkey (2005)Measuring service quality in …Measuring Service Quality: Servqual vs. Servperf Scales (2004)Measuring Service Quality: Se…Measuring customer perceived online service quality (2004)Measuring customer perceived …E-S-QUAL (2004)E-S-QUALA service quality and success model for the information service industry (2003)A service quality and success…Internet forums as influential sources of consumer information (2001)Internet forums as influentia…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…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)Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market (2013)Does e-learning service quality influence e-learning student satisfaction and loyalty? Evidence from Vietnam (2019)Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model (2020)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)The Handbook of Social Psychology (1969)Internet paradox: A social technology that reduces social involvement and psychological well-being? (1998)The impact of electronic word‐of‐mouth (2008)The impact of electronic word-of-mouth communication: A literature analysis and integrative model (2012)Handbook of Social Psychology (2013)Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User- and Marketer-Generated Content (2013)Advertising as Information (1974)Breaking Free from Product Marketing (1977)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)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Towards a Better Measure of Customer Experience (2013)Challenges and solutions for marketing in a digital era (2014)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)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)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)An Updated and Streamlined Technology Readiness Index (2014)An analysis of the e‐service literature: towards a research agenda (2006)What accounts for students' loyalty? Some field study evidence (2007)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)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)
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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
  • 2004E-S-QUAL3,962 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 2001Internet forums as influential sources of consumer information1,745 cited
  • 2005Service quality models: a review1,007 cited
  • 2010Customer experience quality: an exploration in business and consumer contexts using repertory grid technique898 cited
  • 2004Measuring Service Quality: Servqual vs. Servperf Scales521 cited
  • 2004Measuring customer perceived online service quality498 cited
  • 2005Measuring service quality in the hotel industry: A study in a business hotel in Turkey463 cited
  • 2008User generated content: the use of blogs for tourism organisations and tourism consumers421 cited
  • 2006MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY329 cited
  • 2010An evaluation of airline service quality using the fuzzy weighted SERVQUAL method293 cited
  • 2003

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A service quality and success model for the information service industry
238 cited
  • 2015Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce?213 cited
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