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IDENTIFICATION OF SECTORAL LOGISTICS SERVICE QUALITY GAPS BY APPLYING SERVQUAL METHOD
16 references·0 citing·45 second hop
IDENTIFICATION OF SECTORAL LOGISTICS SERVICE QUALITY GAPS BY APPLYING SERVQUAL METHOD (2020)IDENTIFICATION OF SECTORAL LOGISTICS SERV…Social media: Influencing customer satisfaction in B2B sales (2015)Social media: Influencing cus…Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model (2015)Service quality perception an…Relationship between quality management practices and innovation (2012)Relationship between quality …Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships (2010)Service quality and its relat…Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Experience quality, perceived…An application of integrating SERVQUAL and Kano's model into QFD for logistics services (2009)An application of integrating…Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)Service quality, relationship…A replication and extension of quality management into the supply chain (2007)A replication and extension o…The relationship between total quality management practices and their effects on firm performance (2003)The relationship between tota…The relationship between service quality and customer satisfaction – a factor specific approach (2002)The relationship between serv…Logistics Service Quality as a Segment-Customized Process (2001)Logistics Service Quality as …Measuring physical distribution service quality (1997)Measuring physical distributi…A Review and Evaluation of Logistics Performance Measurement Systems (1995)A Review and Evaluation of Lo…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…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)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)The Commitment-Trust Theory of Relationship Marketing (1994)Social media in marketing: A review and analysis of the existing literature (2017)Cutting through Content Clutter: How Speech and Image Acts Drive Consumer Sharing of Social Media Brand Messages (2018)Social Media Adoption, Usage And Impact In Business-To-Business (B2B) Context: A State-Of-The-Art Literature Review (2021)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Destination image and tourist loyalty: A meta-analysis (2013)Understanding the Relationships between Tourists’ Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend (2015)Cultural tourism: An analysis of engagement, cultural contact, memorable tourism experience and destination loyalty (2017)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Quality, satisfaction and behavioral intentions (2000)Measuring Service Quality: A Reexamination and Extension (1992)Service quality models: a review (2005)The Process of Customer Engagement: A Conceptual Framework (2008)Demystifying customer brand engagement: Exploring the loyalty nexus (2010)Comparative fit indexes in structural models. (1990)The effects of relationship quality and switching barriers on customer loyalty (2010)Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model (2011)The impacts of brand experiences on brand loyalty: mediators of brand love and trust (2017)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)The impact of firms’ social media initiatives on operational efficiency and innovativeness (2016)Impact of quality management on green innovation (2017)Firm innovation and supply chain resilience: a dynamic capability perspective (2019)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Coefficient Alpha and the Internal Structure of Tests (1951)Structural Equations with Latent Variables (1989)A Multilevel Model of Safety Climate: Cross-Level Relationships Between Organization and Group-Level Climates. (2005)Contingency research in operations management practices (2008)Stakeholder pressure and the adoption of environmental practices: The mediating effect of training (2009)Value-Based Differentiation in Business Relationships: Gaining and Sustaining Key Supplier Status (2005)Measuring Service Quality in E-Retailing (2006)On the contingent value of dynamic capabilities for competitive advantage: The nonlinear moderating effect of environmental dynamism (2013)
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References

  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,572 cited
  • 2009Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists2,574 cited
  • 1992An empirical assessment of the SERVQUAL scale2,134 cited
  • 2003The relationship between total quality management practices and their effects on firm performance1,895 cited
  • 2001Logistics Service Quality as a Segment-Customized Process1,058 cited
  • 2002The relationship between service quality and customer satisfaction – a factor specific approach911 cited
  • 2007Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty848 cited
  • 2012Relationship between quality management practices and innovation715 cited
  • 2015Social media: Influencing customer satisfaction in B2B sales579 cited
  • 2007A replication and extension of quality management into the supply chain499 cited
  • 2015Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model431 cited
  • 1997Measuring physical distribution service quality329 cited
  • 1995A Review and Evaluation of Logistics Performance Measurement Systems180 cited

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  • 2009An application of integrating SERVQUAL and Kano's model into QFD for logistics services152 cited
  • 2010Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships147 cited
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