Reliability and validity of servqual scores used to evaluate perceptions of library service quality

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

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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

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Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations

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The Behavioral Consequences of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations

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Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 4.9K citations

Business, Marketing, Marketing Management +13