Servqual: A multiple-item scale for measuring consumer perc A Parasuraman, VA Zeithaml, LL Berry Journal of retailing 64 (1), 12, 1988 | 49972 | 1988 |
A conceptual model of service quality and its implications for future research A Parasuraman, VA Zeithaml, LL Berry Journal of marketing 49 (4), 41-50, 1985 | 45111 | 1985 |
Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence VA Zeithaml Journal of marketing 52 (3), 2-22, 1988 | 32460 | 1988 |
Services marketing: Integrating customer focus across the firm VA Zeithaml, MJ Bitner, DD Gremler McGraw-Hill, 2018 | 31613* | 2018 |
The behavioral consequences of service quality VA Zeithaml, LL Berry, A Parasuraman Journal of marketing 60 (2), 31-46, 1996 | 20935 | 1996 |
Servicescapes: The impact of physical surroundings on customers and employees MJ Bitner Journal of marketing 56 (2), 57-71, 1992 | 12730 | 1992 |
Delivering quality service: Balancing customer perceptions and expectations VA Zeithaml, A Parasuraman, LL Berry Simon and Schuster, 1990 | 10435 | 1990 |
Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet? T Hennig-Thurau, KP Gwinner, G Walsh, DD Gremler Journal of interactive marketing 18 (1), 38-52, 2004 | 10216 | 2004 |
Evaluating service encounters: the effects of physical surroundings and employee responses MJ Bitner Journal of marketing 54 (2), 69-82, 1990 | 10095 | 1990 |
Refinement and reassessment of the SERVQUAL scale A Parasuraman, LL Berry, VA Zeithaml Journal of retailing 67 (4), 420, 1991 | 9058 | 1991 |
The service encounter: diagnosing favorable and unfavorable incidents MJ Bitner, BH Booms, MS Tetreault Journal of marketing 54 (1), 71-84, 1990 | 8618* | 1990 |
A dynamic process model of service quality: from expectations to behavioral intentions W Boulding, A Kalra, R Staelin, VA Zeithaml Journal of marketing research 30 (1), 7-27, 1993 | 7926 | 1993 |
ES-QUAL: A multiple-item scale for assessing electronic service quality A Parasuraman, VA Zeithaml, A Malhotra Journal of service research 7 (3), 213-233, 2005 | 7325 | 2005 |
Reassessment of expectations as a comparison standard in measuring service quality: implications for further research A Parasuraman, VA Zeithaml, LL Berry Journal of marketing 58 (1), 111-124, 1994 | 7246 | 1994 |
The nature and determinants of customer expectations of service VA Zeithaml, LL Berry, A Parasuraman Journal of the academy of Marketing Science 21, 1-12, 1993 | 5085 | 1993 |
The comparative advantage theory of competition SD Hunt, RM Morgan Journal of marketing 59 (2), 1-15, 1995 | 4808 | 1995 |
Service quality delivery through web sites: a critical review of extant knowledge VA Zeithaml, A Parasuraman, A Malhotra Journal of the academy of marketing science 30 (4), 362-375, 2002 | 4718 | 2002 |
Self-service technologies: understanding customer satisfaction with technology-based service encounters ML Meuter, AL Ostrom, RI Roundtree, MJ Bitner Journal of marketing 64 (3), 50-64, 2000 | 4581 | 2000 |
Relational benefits in services industries: the customer’s perspective KP Gwinner, DD Gremler, MJ Bitner Journal of the academy of marketing science 26, 101-114, 1998 | 4327 | 1998 |
A critical review of consumer satisfaction Y Yi Review of marketing 4 (1), 68-123, 1990 | 4282 | 1990 |