References

• 1951Coefficient Alpha and the Internal Structure of Tests45,148 cited
• 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1996The Behavioral Consequences of Service Quality12,400 cited
• 1984A Service Quality Model and its Marketing Implications6,682 cited
• 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,718 cited
• 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,176 cited
• 2000Quality, satisfaction and behavioral intentions2,784 cited
• 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,999 cited
• 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,941 cited
• 1998Word of mouth: understanding and managing referral marketing924 cited
• 2002The relationship between service quality and customer satisfaction – a factor specific approach911 cited
• 2009A review of twenty years of SERVQUAL research896 cited
• 1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice