References

• 1951Coefficient Alpha and the Internal Structure of Tests43,892 cited
• 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
• 1980Significance tests and goodness of fit in the analysis of covariance structures.19,061 cited
• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
• 1979Reliability and Validity Assessment5,882 cited
• 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
• 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
• 1995Total quality management as competitive advantage: A review and empirical study2,640 cited
• 1989The Concept of Fit in Strategy Research: Toward Verbal and Statistical Correspondence2,372 cited
• 1989An Instrument for Measuring the Critical Factors of Quality Management2,032 cited
• 1982Psychological Testing: Principles, Applications, and Issues1,807 cited
• 1996Development and Validation of TQM Implementation Constructs1,773 cited
• 1994MANAGEMENT THEORY AND TOTAL QUALITY: IMPROVING RESEARCH AND PRACTICE THROUGH THEORY DEVELOPMENT1,651 cited