Service Quality is a multidimensional construct within service management that refers to the extent to which a service meets or exceeds customer expectations through the evaluation of its performance against perceived service delivery standards.
11.3K
Publications
904.1K
Citations
21.7K
Authors
4.8K
Institutions
Publications per year
2017–2026
3.2K
Publications
11.3K
Measuring Service Quality: A Reexamination and Extension
J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations
The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations
1–5 of 11.3K
Authors
21.7K
- AP
28
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- LL
27
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- VA
26
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- GM
24
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- LE
24
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1–5 of 21.7K
Institutions
4.8K
Hong Kong Polytechnic University
Hong Kong, Hong Kong
48 h-index
180 publications
19.3K citations
Griffith University
Brisbane, Australia
37 h-index
70 publications
8.5K citations
Michigan State University
East Lansing, United States
33 h-index
62 publications
9.8K citations
Karlstad University
Karlstad, Sweden
32 h-index
76 publications
9.3K citations
Monash University
Melbourne, Australia
31 h-index
65 publications
6.2K citations
National University of Singapore
Singapore, Singapore
31 h-index
79 publications
6.3K citations
Texas A&M University
College Station, United States
30 h-index
71 publications
54K citations
Florida State University
Tallahassee, United States
30 h-index
49 publications
38.2K citations
1–8 of 4.8K
Venues
- Managing Service Quality
MSQ · 267 publications · 29.4K citations
97
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- Journal of Services Marketing
195 publications · 30.1K citations
97
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- International Journal of Service Industry Management
120 publications · 19.1K citations
73
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- Total Quality Management & Business Excellence
227 publications · 12.8K citations
65
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- International Journal of Bank Marketing
88 publications · 13.4K citations
62
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