References

• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
• 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
• 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
• 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
• 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,256 cited
• 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
• 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
• 1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1,740 cited
• 1982An Investigation into the Determinants of Customer Satisfaction1,292 cited