International Journal of Hospitality Management · 2010 · 83 citations · 63 references
BusinessHospitality ManagementMarketingConsumer BehaviorCustomer Relationship ManagementRestaurant ManagementComplaint HandlingComplaint ManagementCustomer Experience ManagementCustomer LoyaltyCustomer SatisfactionService QualityComplaint-behavior RelationshipsConsumer Complaining BehaviorCustomer Complaints ManagementCustomer Retention After ComplaintsCustomer Satisfaction VariablesService Complaint HandlingService Complaint Management
63
The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations
Richard L. Oliver · Journal of Marketing · 1999 · 6.9K citations