References

• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
• 1990Zero defections: quality comes to services.5,373 cited
• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 1984Attractive Quality and Must-Be Quality3,436 cited
• 2000Quality, satisfaction and behavioral intentions2,686 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
• 1993The Voice of the Customer1,969 cited
• 1993An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty893 cited
• 1996How to delight your customers581 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
• 2010Understanding customer needs through quantitative analysis of Kano's model189 cited
• 2013A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index