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Service Quality
16 references·0 citing·35 second hop
Service Quality (2012)Service QualityService-dominant logic: continuing the evolution (2007)Service-dominant logic: conti…Design Science in Information Systems Research1 (2004)Design Science in Information…Design science in information systems research (2004)Design science in information…The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)The DeLone and McLean Model o…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Information Systems Success: The Quest for the Dependent Variable (1992)Information Systems Success: …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)User Acceptance of Computer T…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Organizational Information Requirements, Media Richness and Structural Design (1986)Organizational Information Re…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Evolving to a New Dominant Logic for Marketing (2003)Understanding Information Technology Usage: A Test of Competing Models (1995)The balanced scorecard: Translating strategy into action (1997)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Whence Consumer Loyalty? (1999)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advances in Consumer Research (2025)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Understanding Attitudes and Predicting Social Behavior (1980)Self-efficacy mechanism in human agency. (1982)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)User Acceptance of Information Technology: Toward A Unified View1 (2003)The social psychology of organizing (1969)A Garbage Can Model of Organizational Choice (1972)The Relational View: Cooperative Strategy and Sources of Interorganizational Competitive Advantage (1998)Critical Inquiry in a Text-Based Environment: Computer Conferencing in Higher Education (1999)Users of the world, unite! The challenges and opportunities of Social Media (2009)External Control of Organizations: Resource Dependence Perspective (2011)The Structure of Scientific Revolutions (1996)Bridging the Qualitative–Quantitative Divide: Guidelines for Conducting Mixed Methods Research in Information Systems1 (2013)Positioning and Presenting Design Science Research for Maximum Impact1 (2013)Digital Entrepreneurship: Toward a Digital Technology Perspective of Entrepreneurship (2016)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Understanding Customer Experience Throughout the Customer Journey (2016)Review : Knowledge Management and Knowledge Management Systems: Conceptual Foundations And Research Issues1,2 (2001)
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References

  • 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models26,283 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
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update12,745 cited
  • 1996The Behavioral Consequences of Service Quality12,400 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1992Information Systems Success: The Quest for the Dependent Variable10,815 cited
  • 2004Design Science in Information Systems Research110,671 cited
  • 1986Organizational Information Requirements, Media Richness and Structural Design9,719 cited
  • 2004Design science in information systems research8,253 cited
  • 2007Service-dominant logic: continuing the evolution7,831 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,528 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited

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  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Putting the Service-Profit Chain to Work3,734 cited
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