Concepedia
Technovation · 2000 · 74 citations · 19 references
Construction TechnologyCustomer SatisfactionConstruction Project ManagementEngineeringService QualityManagementBusinessQuality CharacteristicConstruction ManagementConstruction Engineering
19
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
A. Parasuraman · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text
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
Total Quality Management, Customer Satisfaction, Service Quality +14
Delivering quality service: balancing customer perceptions and expectations
Choice Reviews Online · 1990 · 3.9K citations
Total Quality Management, Customer Satisfaction, Excellent Service +10
Problems and Strategies in Services Marketing
Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry · Journal of Marketing · 1985 · 2.4K citations
Customer Satisfaction, Service Strategy, Service Research +10
Communication and Control Processes in the Delivery of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1988 · 1.7K citations
Total Quality Management, Customer Satisfaction, Service Assurance +18