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Elvin Siew Chun Wai
Elvin Siew Chun Wai
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Cited by
Year
Servqual: A multiple-item scale for measuring consumer perc
A Parasuraman, VA Zeithaml, LL Berry
Journal of retailing 64 (1), 12, 1988
499721988
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
451111985
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
324601988
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
209351996
Servicescapes: The impact of physical surroundings on customers and employees
MJ Bitner
Journal of marketing 56 (2), 57-71, 1992
127301992
Delivering quality service: Balancing customer perceptions and expectations
VA Zeithaml, A Parasuraman, LL Berry
Simon and Schuster, 1990
104351990
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
102162004
Evaluating service encounters: the effects of physical surroundings and employee responses
MJ Bitner
Journal of marketing 54 (2), 69-82, 1990
100951990
Refinement and reassessment of the SERVQUAL scale
A Parasuraman, LL Berry, VA Zeithaml
Journal of retailing 67 (4), 420, 1991
90581991
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
79261993
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
73252005
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
72461994
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
50851993
The comparative advantage theory of competition
SD Hunt, RM Morgan
Journal of marketing 59 (2), 1-15, 1995
48081995
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
47182002
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
45812000
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
43271998
A critical review of consumer satisfaction
Y Yi
Review of marketing 4 (1), 68-123, 1990
42821990
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