this work references cited by second hop· second hop is a sample of the most-cited connectionsReferences
- 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
- 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
- 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
- 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
- 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
- 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
- 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
- 1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
- 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
- 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
- 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
- 1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
- 1993Improving the measurement of service quality1,197 cited
- 1987Expectations and Norms in Models of Consumer Satisfaction1,166 cited
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