Service Quality Publications

Publications in Service Quality

Explore the most influential research papers and scholarly works that have shaped Service Quality. Use the concept filter below to focus on a specific sub-area of research.

Service Quality

16.1K

Publications

1.3M

Citations

Showing yearly statistics from 2000-2026.

Page 1

	Year	Citations
A Conceptual Model of Service Quality and Its Implications for Future Research A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry Journal of Marketing Total Quality ManagementCustomer SatisfactionService QualityService ResearchService Study	1985	17.2K
A Conceptual Model of Service Quality and Its Implications for Future Research A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry Journal of Marketing Total Quality ManagementCustomer SatisfactionService QualityService ResearchService Study	1985	9.8K
Measuring Service Quality: A Reexamination and Extension J. Joseph Cronin, Steven A. Taylor Journal of Marketing Total Quality ManagementCustomer SatisfactionService Quality ConstructService QualityService Research	1992	8.8K
The Behavioral Consequences of Service Quality Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman Journal of Marketing Customer SatisfactionAggregate LevelService QualityDigital MarketingCustomer Retention	1996	8.6K
Whence Consumer Loyalty? Richard L. Oliver Journal of Marketing Customer SatisfactionRelationship MarketingWhence Consumer LoyaltyConsumer LoyaltyService Quality	1999	6.9K
A Service Quality Model and its Marketing Implications Christian Grönroos European Journal of Marketing Total Quality ManagementCustomer SatisfactionPerceived ServiceService StrategyService Quality	1984	6.4K
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments J. Joseph Cronin, Michael K. Brady, G. Tomas M. Hult Journal of Retailing Customer SatisfactionService EnvironmentsService QualityService ResearchManagement	2000	6.3K
Zero defections: quality comes to services. Frederick F. Reichheld, W. Earl Sasser PubMed Total Quality ManagementCustomer SatisfactionCustomer ProfitabilityService QualityService Recovery	1990	5.3K
The Behavioral Consequences of Service Quality Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman Journal of Marketing Customer SatisfactionAggregate LevelService QualityService ResearchCustomer Retention	1996	5.1K
Measuring Service Quality: A Reexamination and Extension J. Joseph Cronin, Steven A. Taylor Journal of Marketing Customer SatisfactionService QualityService ResearchPsm PerformanceManagement	1992	4.9K
A National Customer Satisfaction Barometer: The Swedish Experience Claes Fornell Journal of Marketing ProductivityCustomer SatisfactionService QualityService ResearchManagement	1992	4.7K
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden Eugene W. Anderson, Claes Fornell, Donald R. Lehmann Journal of Marketing Customer ProfitabilityCustomer SatisfactionEconomic ReturnsService QualityService Research	1994	4.6K

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