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Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intensions link : working paper
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Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intensions link : working paper (1994)Moving forward in service quality researc…Applying the future time perspective scale to advertising research (2014)Applying the future time pers…Product quality and value from consumer perspective—An application to wooden products (2012)Product quality and value fro…The relative importance of service features in explaining customer satisfaction (2010)The relative importance of se…Perceptions of Chinese Hotels (2007)Perceptions of Chinese HotelsDestination Evaluation: The Role of Previous Travel Experience and Trip Characteristics (2007)Destination Evaluation: The R…Towards an Understanding of the Relationship between Mood, Emotions, Service Quality and Customer Loyalty Intentions (2006)Towards an Understanding of t…Determinants and Outcomes of Relationship Quality (2006)Determinants and Outcomes of …The role of emotional satisfaction in service encounters (2004)The role of emotional satisfa…Service quality dimensions: an examination of Grönroos’s service quality model (2004)Service quality dimensions: a…Service quality and customer loyalty perspectives on two levels of retail relationships (2003)Service quality and customer …The contribution of emotional satisfaction to consumer loyalty (2001)The contribution of emotional…Some Problems When Adopting Churchill's Paradigm for the Development of Service Quality Measurement Scales (1999)Some Problems When Adopting C…Emotions in service satisfaction (1997)Emotions in service satisfact…Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Consumer Reactions to Electro…A Measure of Service Quality for Retail Stores: Scale Development and Validation (1995)A Measure of Service Quality …Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…A Paradigm for Developing Better Measures of Marketing Constructs (1979)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)Structural Equation Modelling for Analysing Passengers’ Perceptions about Railway Services (2012)Perceived service quality in bus transit service: A structural equation approach (2013)Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method (2016)Understanding Attitudes and Predicting Social Behavior (1980)The theory of planned behavior (1991)Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior (2002)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Quality, satisfaction and behavioral intentions (2000)E-S-QUAL (2004)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Value in use through service experience (2008)Service quality, emotional satisfaction, and behavioural intentions (2009)Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks (2016)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs (2005)Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment (2010)Customer experience – a review and research agenda (2017)Review of Psychometric theory (2nd ed.). (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Relationship quality as a predictor of B2B customer loyalty (2006)Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty (2009)Testing the dimensionality of place attachment and its relationships with place satisfaction and pro-environmental behaviours: A structural equation modelling approach (2012)Zero defections: quality comes to services. (1990)Consumer perceived value: The development of a multiple item scale (2001)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)A circumplex model of affect. (1980)Refinement and reassessment of the SERVQUAL scale. (1991)The theme park experience: An analysis of pleasure, arousal and satisfaction (2004)Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)Understanding the Relationships between Tourists’ Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend (2015)A review of twenty years of SERVQUAL research (2009)Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty (2016)Dimensions of Cruisers’ Experiences, Satisfaction, and Intention to Recommend (2009)A study of experience expectations of museum visitors (2011)An Examination Of The Museum Experience Based On Pine And Gilmore's Experience Economy Realms (2015)
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  • 1995A Measure of Service Quality for Retail Stores: Scale Development and Validation2,021 cited
  • 1996Consumer Reactions to Electronic Shopping on the World Wide Web1,603 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,508 cited
  • 1997Emotions in service satisfaction655 cited
  • 2001The contribution of emotional satisfaction to consumer loyalty649 cited
  • 2004Service quality dimensions: an examination of Grönroos’s service quality model617 cited
  • 2003Service quality and customer loyalty perspectives on two levels of retail relationships427 cited
  • 2004The role of emotional satisfaction in service encounters343 cited
  • 2007Destination Evaluation: The Role of Previous Travel Experience and Trip Characteristics137 cited
  • 2010The relative importance of service features in explaining customer satisfaction86 cited
  • 2006Determinants and Outcomes of Relationship Quality84 cited
  • 1999Some Problems When Adopting Churchill's Paradigm for the Development of Service Quality Measurement Scales83 cited
  • 2012Product quality and value from consumer perspective—An application to wooden products78 cited
  • 2007Perceptions of Chinese Hotels

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78 cited
  • 2014Applying the future time perspective scale to advertising research67 cited
  • 2006Towards an Understanding of the Relationship between Mood, Emotions, Service Quality and Customer Loyalty Intentions63 cited