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Cited by

• 2009Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists2,574 cited
• 2007The concept of perceived value: a systematic review of the research1,272 cited
• 1996An empirical examination of a model of perceived service quality and satisfaction1,220 cited
• 1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality1,185 cited
• 2002Performance-only measurement of service quality: a replication and extension935 cited
• 2004The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions864 cited
• 2009A review of twenty years of SERVQUAL research845 cited
• 2000An examination of the relationship between service quality, customer satisfaction, and store loyalty833 cited
• 1999Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System Approach805 cited
• 1998Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction804 cited
• 1999Linking perceived service quality and service loyalty: a multi‐dimensional perspective767 cited
• 2007A Hierarchical Model of Health Service Quality750 cited
• 2003The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting