Article1993

A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

William Boulding · Ajay Kalra · Richard Staelin · Valarie A. Zeithaml

1,518 citations0/0 files storedJournal of Marketing Research

No readable copy stored yet — this record is metadata only.

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

William Boulding, Ajay Kalra, Richard Staelin, Valarie A. Zeithaml, A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions, Journal of Marketing Research, Vol. 30, No. 1 (Feb., 1993), pp. 7-27

Citations in this library

Stored only when both papers are in the corpus — 1,518 citations exist upstream.

Cited by

2002The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach 2001Tourism image, evaluation variables and after purchase behaviour: inter-relationship 2009The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services 2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study 2000Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination 1996An empirical examination of a model of perceived service quality and satisfaction 2009Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach 2000Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value

Imported from OpenAlex (CC0) — nothing here is generated.