Concepedia
The Journal of Academic Librarianship · 1996 · 257 citations · 27 references
Total Quality ManagementCustomer SatisfactionService QualityAcademic LibrariesService ResearchManagementBusinessMarketingLibrary Science
27
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
A Service Quality Model and its Marketing Implications
Christian Grönroos · European Journal of Marketing · 1984 · 6.4K citations
Total Quality Management, Customer Satisfaction, Perceived Service +12
Refinement and reassessment of the SERVQUAL scale.
A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Journal of Retailing · 1991 · 4K citations
Quality Of Life, Scaling Analysis, Social Sciences +3
Delivering quality service: balancing customer perceptions and expectations
Choice Reviews Online · 1990 · 3.9K citations
Total Quality Management, Customer Satisfaction, Excellent Service +10
A Multistage Model of Customers' Assessments of Service Quality and Value
Ruth N. Bolton, James H. Drew · Journal of Consumer Research · 1991 · 2.9K citations