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The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration
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The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration (1994)The calculus of service quality and custo…Análisis de la calidad en el servicio y satisfacción de los usuarios en dos hoteles cinco estrellas de la ciudad de Cartagena (Colombia) mediante un modelo de ecuaciones estructurales (2011)Análisis de la calidad en el …Are highly satisfied restaurant customers really different? A quality perception perspective (2008)Are highly satisfied restaura…A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses (2008)A Meta-Analysis of Relationsh…Assessing tourist behavioral intentions through perceived service quality and customer satisfaction (2006)Assessing tourist behavioral …Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education (2004)Importance‐performance analys…Carry-over effects in the formation of satisfaction: The role of value in a hotel service delivery process (1997)Carry-over effects in the for…Service quality: The construct, its dimensionality and its measurement (1996)Service quality: The construc…Service quality in professional business services: A relationship approach (1996)Service quality in profession…Research on service quality evaluation: evolution and methodological issues (1996)Research on service quality e…A canonical model of consumer evaluations and theoretical bases of expectations (1996)A canonical model of consumer…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Emotion And Adaptation (1991)Measuring Service Quality: A Reexamination and Extension (1992)Electronic Meal Experience: A Content Analysis of Online Restaurant Comments (2010)Predictors of Relationship Quality and Loyalty in the Chain Restaurant Industry (2010)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Understanding Antecedents of Consumer Loyalty toward an Emerging Country’s Telecommunications Companies (2021)Exchange and Power in Social Life. (1965)Handbook of Industrial and Organizational Psychology. (1977)Customer Experience Management in Retailing: An Organizing Framework (2009)Happiness at Work (2009)Job attitudes, job satisfaction, and job affect: A century of continuity and of change. (2017)Scale Development : Theory and Applications (1991)Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism (2006)Service quality in higher education: The role of student expectations (2007)Examining student satisfaction with higher education services (2010)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment (2010)The Effect of Experience Quality on Perceived Value, Satisfaction, Image and Behavioral Intention of Water Park Patrons: New versus Repeat Visitors (2013)Customer loyalty: a review and future directions with a special focus on the hospitality industry (2015)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Service value revisited: Specifying a higher-order, formative measure (2008)Components of service value in business-to-business Cloud Computing (2015)Service Value aus Kundensicht – Kundenaktivitäten als Ausgangspunkt (2015)Comparative fit indexes in structural models. (1990)Linking perceived service quality and service loyalty: a multi‐dimensional perspective (1999)Antecedents of Commitment and Trust in Customer–Supplier Relationships in High Technology Markets (2001)Service quality, customer satisfaction, and behavioral intentions in the service factory (2006)Developing Buyer-Seller Relationships (1987)Service quality and customer retention: building long‐term relationships (2004)Quality for the individual and for the company in the business‐to‐business market (2006)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)An Empirical Analysis to Design Enhanced Customer Lifetime Value Based on Customer Loyalty: Evidences from Iranian Banking Sector (2011)The importance of service quality in British Muslim’s choice of an Islamic or non-Islamic bank account (2017)Marketing service relationships: the role of commitment (1998)The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions (1998)Student satisfaction and quality of service in Italian universities (2006)
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Cited by

  • 2004Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education521 cited
  • 2006Assessing tourist behavioral intentions through perceived service quality and customer satisfaction428 cited
  • 2008A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses410 cited
  • 2008Are highly satisfied restaurant customers really different? A quality perception perspective341 cited
  • 1996A canonical model of consumer evaluations and theoretical bases of expectations32 cited
  • 1996Research on service quality evaluation: evolution and methodological issues28 cited
  • 1996Service quality: The construct, its dimensionality and its measurement25 cited
  • 1996Service quality in professional business services: A relationship approach22 cited
  • 1997Carry-over effects in the formation of satisfaction: The role of value in a hotel service delivery process21 cited
  • 2011Análisis de la calidad en el servicio y satisfacción de los usuarios en dos hoteles cinco estrellas de la ciudad de Cartagena (Colombia) mediante un modelo de ecuaciones estructurales17 cited

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