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Evolution and Conceptual Development of Service Quality in Service Marketing and Customer Satisfaction
16 references·1 citing·34 second hop
Evolution and Conceptual Development of Service Quality in Service Marketing and Customer Satisfaction (2014)Evolution and Conceptual Development of S…Marketing: An Introduction (2025)Marketing: An IntroductionThe value co-creation process as a determinant of customer satisfaction (2013)The value co-creation process…The emergence of the new service marketing: Nordic School perspectives (2012)The emergence of the new serv…Service marketing : people, technology, strategy (2011)Service marketing : people, t…SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION (2010)SERVICE QUALITY, CUSTOMER SAT…Marketing as promise management: regaining customer management for marketing (2009)Marketing as promise manageme…Service logic revisited: who creates value? And who co‐creates? (2008)Service logic revisited: who …Service Management and Marketing: Customer Management in Service Competition (2007)Service Management and Market…The perceived service quality concept – a mistake? (2001)The perceived service quality…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Marketing services: the case of a missing product (1998)Marketing services: the case …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Marketing of services (1981)Marketing of servicesThe Effects of Service Innovation and Service Quality on Customer Satisfaction: A Case of Residential Security Service (2023)The Effects of Service Innova…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Measuring Service Quality: A Reexamination and Extension (1992)Evolving to a New Dominant Logic for Marketing (2003)Value co-creation in service logic: A critical analysis (2011)Critical service logic: making sense of value creation and co-creation (2012)Institutions and axioms: an extension and update of service-dominant logic (2015)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Technology Readiness Index (Tri) (2000)The relationship marketing process: communication, interaction, dialogue, value (2004)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)Strategic Management and Marketing in the Service Sector (1984)Service quality dimensions: an examination of Grönroos’s service quality model (2004)Value in use through service experience (2008)Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market (2013)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)E-S-QUAL (2004)Technology Infusion in Service Encounters (2000)Why People Continue to Play Online Games: In Search of Critical Design Factors to Increase Customer Loyalty to Online Contents (2004)Influence of brand signature, brand awareness, brand attitude, brand reputation on hotel industry’s brand performance (2018)Defining gamification (2012)A definition for gamification: anchoring gamification in the service marketing literature (2016)Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment? (2016)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,625 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 2008Service logic revisited: who creates value? And who co‐creates?1,875 cited
  • 2007Service Management and Marketing: Customer Management in Service Competition892 cited
  • 2025Marketing: An Introduction843 cited
  • 2001The perceived service quality concept – a mistake?535 cited
  • 1998Marketing services: the case of a missing product449 cited
  • 1981Marketing of services358 cited
  • 2011Service marketing : people, technology, strategy342 cited
  • 2010SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION329 cited
  • 2013The value co-creation process as a determinant of customer satisfaction242 cited
  • 2009Marketing as promise management: regaining customer management for marketing

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231 cited
  • 2012The emergence of the new service marketing: Nordic School perspectives143 cited
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    • 2023The Effects of Service Innovation and Service Quality on Customer Satisfaction: A Case of Residential Security Service13 cited