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Overview of the main methods of service quality analysis
12 references·2 citing·36 second hop
Overview of the main methods of service quality analysis (2018)Overview of the main methods of service q…A confirmatory factor analysis for SERVPERF instrument based on a sample of students from Syrian universities (2015)A confirmatory factor analysi…The Use of Importance-Performance Analysis (IPA) in Evaluating Japan’s E-government Services (2011)The Use of Importance-Perform…Critical Incident Technique (2007)Critical Incident TechniqueImportance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings (2006)Importance values for Importa…Services, Marketing and Management (2003)Services, Marketing and Manag…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Importance-Performance Analysis (1977)Importance-Performance Analys…The critical incident technique. (1954)The critical incident techniq…Agile management in Polish organic food processing enterprises (2023)Agile management in Polish or…Barriers to the implementation of innovations in information systems in SMEs (2021)Barriers to the implementatio…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A measure of service quality for retail stores: Scale development and validation (1996)SERVQUAL: review, critique, research agenda (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Importance-performance analysis: A valid management tool? (2014)Importance–performance analysis in tourism: A framework for researchers (2014)Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques (2014)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Measuring Service Quality: A Reexamination and Extension (1992)International Journal of Computer and Electrical Engineering (2012)Sustainability practices in tourism supply chain (2018)Towards a comprehensive understanding of digital government success: Integrating implementation and adoption factors (2020)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)Gain more insight from your PLS-SEM results (2016)Disrupted Routines: Team Learning and New Technology Implementation in Hospitals (2001)What Kind of Citizen? The Politics of Educating for Democracy (2004)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1954The critical incident technique.8,184 cited
  • 2007Critical Incident Technique5,287 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 2006Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings419 cited
  • 2011The Use of Importance-Performance Analysis (IPA) in Evaluating Japan’s E-government Services174 cited
  • 2003Services, Marketing and Management173 cited
  • 2015A confirmatory factor analysis for SERVPERF instrument based on a sample of students from Syrian universities43 cited

Cited by

  • 2023Agile management in Polish organic food processing enterprises14 cited
  • 2021Barriers to the implementation of innovations in information systems in SMEs13 cited

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