References

• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
• 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
• 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
• 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
• 1994The Social Construction of Reputation: Certification Contests, Legitimation, and the Survival of Organizations in the American Automobile Industry: 1895–19121,469 cited
• 2004The scientific impact of nations1,244 cited
• 2002Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking644 cited
• 1998Corporate Identity and the Advent of Corporate Marketing557 cited
• 1990Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories479 cited
• 2000A reliable and valid measurement scale for the perceived service quality of banks469 cited
• 2003The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China