How are organisational climate models and patient satisfaction related? A competing value framework approach

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

Business, Marketing, Marketing Management +12

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

Management, Marketing, Quality Management +16

Exchange and Power in Social Life.

Robert Bierstedt, Peter M. Blau · American Sociological Review · 1965 · 13.8K citations

Social Sciences, Social Psychology, Sociology +15

A Service Quality Model and its Marketing Implications

Christian Grönroos · European Journal of Marketing · 1984 · 6.5K citations

Business, Marketing, Marketing Management +14

Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis.

Paul D. Bliese · 2000 · 3.4K citations

Education, Educational Measurement, Psychology +13