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Human factors and usability in service quality measurement
13 references·0 citing·33 second hop
Human factors and usability in service quality measurement (2008)Human factors and usability in service qu…Quality Management for Services (2023)Quality Management for Servic…Service Quality: Research Perspectives (2005)Service Quality: Research Per…Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…Service America in the new economy (2002)Service America in the new ec…Handbook of industrial engineering : technology and operations management (2001)Handbook of industrial engine…Service quality : multidisciplinary and multinational perspectives (1998)Service quality : multidiscip…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…SERVQUAL revisited: a critical review of service quality (1996)SERVQUAL revisited: a critica…Quality of Service: Making It Really Work (1994)Quality of Service: Making It…Service Quality Measurement (1993)Service Quality MeasurementMeasuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Adapting the SERVQUAL scale to hospital services: an empirical investigation. (1992)Adapting the SERVQUAL scale t…Quality management in the service industry (1990)Quality management in the ser…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service (2002)Service quality models: a review (2005)Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. (2009)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers (2000)A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2014)Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis (2017)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)The Relationships between Culture and Service Quality Perceptions (2000)Service climate and customer satisfaction in a casino hotel: An exploratory case study (2010)The Influence of Guest Perceptions of Service Fairness on Lodging Loyalty in China (2011)Enabling a transformative service system by modeling quality dynamics (2016)Logistics Service Quality as a Segment-Customized Process (2001)Measuring Service Quality in E-Retailing (2006)A taxonomy of manufacturing strategies revisited (2001)The Role of Customer Satisfaction and Image in Gaining Customer Loyalty in the Hotel Industry (2003)The erosion of filial piety by modernisation in Chinese cities (2009)The Application of a Relationship Marketing Perspective in Retail Banking (2001)Evaluating service quality in universities: a service department perspective (2007)Differences in service quality perceptions of stakeholders in the hotel industry (2015)Climate strength: a new direction for climate research. (2002)Understanding Service Convenience (2002)The Critical Incident Technique in Service Research (2004)Beyond standardization: dynamic software infrastructures for systems biology (2007)Office Ergonomics: Deficiencies in Computer Workstation Design (2007)Increasing the consumer-perceived benefits of a mass-customization experience through sales-configurator capabilities (2014)
this work references cited by second hop

References

  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
  • 1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
  • 1996SERVQUAL revisited: a critical review of service quality1,032 cited
  • 1993Service Quality Measurement347 cited
  • 2001Handbook of industrial engineering : technology and operations management250 cited
  • 1998Service quality : multidisciplinary and multinational perspectives244 cited
  • 1994Quality of Service: Making It Really Work152 cited
  • 2005Service Quality: Research Perspectives81 cited
  • 1990Quality management in the service industry50 cited
  • 2023Quality Management for Services47 cited
  • 2002Service America in the new economy43 cited

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