References

• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
• 2003Evolving to a New Dominant Logic for Marketing14,777 cited
• 2007Service-dominant logic: continuing the evolution7,615 cited
• 1982Out of the Crisis7,278 cited
• 1994The Dynamic Capabilities of Firms: an Introduction4,012 cited
• 2015Institutions and axioms: an extension and update of service-dominant logic3,692 cited
• 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
• 2008On value and value co-creation: A service systems and service logic perspective3,154 cited
• 1995Total quality management as competitive advantage: A review and empirical study2,640 cited
• 2004Reliability in Content Analysis.2,158 cited
• 2009The Nature of Technology: What it Is and How it Evolves2,046 cited
• 2015Service Innovation: A Service-Dominant Logic Perspective11,945 cited
• 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
• 2003The relationship between total quality management practices and their effects on firm performance