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Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business

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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
1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
1990Zero defections: quality comes to services.5,373 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1994Putting the Service-Profit Chain to Work3,732 cited
2003An examination of the effects of motivation and satisfaction on destination loyalty: a structural model3,379 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
2004Using Online Conversations to Study Word-of-Mouth Communication2,600 cited
2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,256 cited
1988Communication and Control Processes in the Delivery of Service Quality

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2,030 cited

2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,000 cited

1996A measure of service quality for retail stores: Scale development and validation1,921 cited

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