References

• 2009The SAGE handbook of organizational research methods2,127 cited
• 1989Linking service quality, customer satisfaction, and behavioral intention.935 cited
• 2011Brand equity, brand loyalty and consumer satisfaction830 cited
• 1991Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model661 cited
• 1995Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer441 cited
• 2013Corporate sustainability performance and firm performance research397 cited
• 2005Customer relationship management research (1992‐2002)387 cited
• 2001Integrating SERVQUAL and Kano’s model into QFD for service excellence development385 cited
• 2011A critical review of techniques for classifying quality attributes in the Kano model343 cited
• 2004Employee Satisfaction: Does Kano's Model Apply?255 cited
• 1996Hotel guest satisfaction among business travelers What are the important factors?231 cited
• 2006A cross‐industry comparison of customer satisfaction220 cited
• 2014A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model218 cited
• 2007Integration of Kano's Model Into QFD for Multiple Product Design207 cited
• 2015