References

• 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
• 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
• 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
• 1991Understanding Customer Expectations of Service1,403 cited
• 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
• 1996An empirical examination of a model of perceived service quality and satisfaction1,220 cited
• 2002Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent976 cited
• 2002The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments