Client perceptions of hotels

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations

Management, Marketing, Quality Management +16

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 4.2K citations

Management, Hospitality Management, Organizational Behavior +15

Readings in Attitude Theory and Measurement

Marie Jahoda, Martin Fishbein · British Journal of Sociology · 1968 · 2.1K citations

Social Sciences, Psychology, Social Psychology +12

Becoming; Basic Considerations for a Psychology of Personality.

Evelyn Shirk, Gordon W. Āllport · The Journal of Philosophy · 1957 · 922 citations

Social Sciences, Psychology, Religion +8

Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model

Farouk Saleh, Chris Ryan · Service Industries Journal · 1991 · 660 citations

Management, Hospitality Management, Quality Management +17