Concepedia

Perceived Service Reliability

Perceived Service Reliability is a psychometric construct within guest satisfaction management that denotes the extent to which customers believe a service provider consistently delivers promised services with dependability and accuracy.

166

Publications

15.8K

Citations

452

Authors

246

Institutions

Publications per year

2017–2026

61

Parents

Publications

166

Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach

Michael K. Brady, J. Joseph Cronin · Journal of Marketing · 2001 · 3.5K citations

, , +15

Customer Loyalty in E-Commerce

David Gefen · Journal of the Association for Information Systems · 2002 · 1.1K citations

, , +16

The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

Ruth N. Bolton · Journal of the Academy of Marketing Science · 2002 · 848 citations · Full text

, , +16

Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction

Josée Bloemer, Ko de Ruyter, Pascal Peeters · International Journal of Bank Marketing · 1998 · 799 citations

, , +17

Cultural Influences on Service Quality Expectations

Naveen Donthu, Boonghee Yoo · Journal of Service Research · 1998 · 762 citations

, , +17

1–5 of 166

Authors

452

  1. RK
    Ravishankar K. Iyer

    University of Illinois Urbana-Champaign, United States

    2 publications · 80 citations

    2

    h-index

  2. PR
    Prabha Ramseook‐Munhurrun

    University of Technology, Mauritius, Mauritius

    2 publications · 60 citations

    2

    h-index

  3. BP
    B. Prabaharan

    2 publications · 52 citations

    2

    h-index

  4. IO
    Ismah Osman

    Universiti Teknologi MARA, Malaysia

    2 publications · 38 citations

    2

    h-index

  5. CC
    Choong C. Lee

    Yonsei University, South Korea

    2 publications · 837 citations

    2

    h-index

1–5 of 452

Institutions

246

  1. University of North Texas

    Denton, United States

    3 h-index

    5 publications

    381 citations

  2. UNSW Sydney

    Sydney, Australia

    3 h-index

    5 publications

    255 citations

  3. University of South Carolina

    Columbia, United States

    3 h-index

    4 publications

    929 citations

  4. Cleveland State University

    Cleveland, United States

    3 h-index

    6 publications

    661 citations

  5. Texas A&M University

    College Station, United States

    3 h-index

    8 publications

    462 citations

  6. Universiti Teknologi MARA

    Shah Alam, Malaysia

    3 h-index

    7 publications

    535 citations

  7. Decision Sciences (United States)

    Fort Walton Beach, United States

    3 h-index

    3 publications

    854 citations

  8. University of Jordan

    Amman, Jordan

    2 h-index

    6 publications

    435 citations

1–8 of 246

Venues

  1. International Journal of Bank Marketing

    6 publications · 1.4K citations

    6

    h-index

  2. 5

    h-index

  3. Managing Service Quality

    MSQ · 5 publications · 460 citations

    5

    h-index

  4. Sustainability

    3 publications · 137 citations

    4

    h-index

  5. Total Quality Management & Business Excellence

    3 publications · 112 citations

    3

    h-index

1–5