Journal of Retailing and Consumer Services · 2005 · 423 citations · 64 references
BusinessQuality ManagementBankingPerformance MeasurementBanking OperationsBranch BankingCommercial BankingRetail BankingService QualityService Quality AssuranceBank Performance MeasurementQuality Of Service AssessmentService Quality MeasurementService Quality MetricsService Quality Models
64
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