References

• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1993What is coefficient alpha? An examination of theory and applications.8,803 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
• 2004E-S-QUAL3,962 cited
• 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
• 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
• 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
• 2004The relationship marketing process: communication, interaction, dialogue, value1,028 cited
• 2010Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations656 cited
• 2008Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?640 cited
• 2010Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment585 cited
• 2006The relative strength of affective commitment in securing loyalty in service relationships501 cited
• 2010An assessment of customers’ e-service quality perception, satisfaction and intention487 cited